Introduction
Incorporating advocacy activities into health scoring provides a comprehensive view of customer engagement and loyalty. Metrics like references provided, success story participation, or speaking engagements highlight how advocacy contributes to overall customer health. This article outlines how to identify and define measurable advocacy metrics to integrate into health scores effectively.
Step 1: Identify Key Advocacy Metrics
Select metrics that reflect advocacy efforts and their impact on customer relationships.
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References Provided: Track the number of references a customer has participated in through Timeline.
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Success Story Participation: Measure customers’ involvement in published case studies or testimonials.
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NPS Promoter Scores: Leverage NPS Analytics to identify promoters who actively engage in advocacy activities.
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Speaking Engagements: Monitor participation in webinars, conferences, or internal training events.
Step 2: Define Thresholds and Weightage
Establish criteria and weighting for advocacy metrics to ensure accurate health scores.
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Set Thresholds for Advocacy Levels: For example, customers providing more than three references in a quarter may contribute higher health scores than those with fewer.
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Assign Weightage to Advocacy Activities: Use Scorecard Configuration to prioritize activities like references and speaking engagements based on their business impact.
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Incorporate Multi-Activity Contributions: Combine multiple metrics, such as NPS scores and reference activities, to calculate a weighted advocacy score.
Step 3: Document Advocacy Metrics in Scorecards
Add advocacy metrics to your health scoring model for comprehensive tracking.
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Update Health Scoring Schemes: Use Scorecards to integrate advocacy metrics into your overall scoring model.
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Customize Scorecard Views: Ensure that advocacy metrics are visible to teams in C360 Layouts for easy reference during customer reviews.
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Track Advocacy Trends: Use Dashboards to visualize how advocacy impacts customer health over time.
What's Next
By defining measurable advocacy metrics and integrating them into health scores, your team can gain a holistic view of customer engagement. The next step is to automate health score updates with real-time advocacy data, ensuring your scoring system stays dynamic and accurate.
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