Introduction
Customer health scores provide a structured way to identify accounts that are ready for expansion. By incorporating key adoption and engagement metrics, CS teams can effectively prioritize accounts with the highest likelihood of growth. This article explains how to optimize health scores to surface expansion opportunities.
Step 1: Customize Scorecards with Expansion Indicators
Scorecards track customer engagement and help determine expansion potential.
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Define expansion-related measures by incorporating weighted health score metrics such as feature adoption, product usage frequency, and NPS trends. Set up custom measures in Scorecards.
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Prioritize high-potential accounts by segmenting customers based on health score improvements and engagement trends.
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Monitor score fluctuations over time to detect when an account’s health trends indicate readiness for an upsell or cross-sell conversation.
Step 2: Segment Customers for Expansion Prioritization Using Dashboards
Dashboards provide a centralized view of customer health trends and expansion signals.
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Create reports that filter accounts based on positive health trends, high product engagement, or rising NPS scores using Dashboards.
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Differentiate between retention and expansion opportunities by identifying accounts that are trending upward in health vs. those that require intervention.
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Align segmentation with CS and Sales teams by sharing dashboards that highlight expansion-ready customers.
Step 3: Use Health Scores to Inform Expansion Campaigns
Leveraging customer health data ensures targeted and effective expansion efforts.
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Align with Journey Orchestrator campaigns by using health score triggers to enroll customers into upsell or cross-sell outreach programs through Journey Orchestrator.
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Provide Sales teams with prioritized account insights by integrating health score trends into customer expansion playbooks.
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Refine Success Plans based on health insights by adjusting customer goals and touchpoints to reflect real-time changes in engagement.
What’s Next
Now that you’ve identified expansion-ready customers using health scores, the next step is to monitor external signals that indicate additional expansion potential.
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