Introduction
As advocacy programs evolve, health scoring models must adapt to reflect the changing dynamics of customer engagement. Refining health scores with advocacy insights ensures that your scoring system remains accurate, relevant, and actionable. This article explains how to use feedback, trend analysis, and advocacy data to continuously improve your health scoring model.
Step 1: Collect Feedback to Identify Improvement Areas
Gather input from teams and customers to refine your health scoring framework.
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Team Feedback: Conduct sessions with CS teams to understand how advocacy metrics influence decision-making and where adjustments may be needed.
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Customer Insights: Use Surveys to gather feedback from advocates about their experience and suggestions for refining engagement strategies.
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Analyze Advocate Patterns: Review trends in advocate activities, such as participation frequency or types of engagement, to identify areas for score refinement.
Step 2: Adjust Weightage and Metrics in Health Scores
Refine how advocacy metrics are calculated and weighted within the health score.
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Prioritize High-Impact Activities: Assign greater weight to advocacy activities with the highest ROI, such as references that lead to conversions or participation in high-visibility events. Use Scorecard Configuration to adjust weights dynamically.
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Incorporate New Advocacy Metrics: Add new metrics, such as review volume or sentiment improvement, to capture additional dimensions of advocacy impact.
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Segment Health Scoring Models: Create custom health score segments based on customer profiles, such as industry or ARR, to better align scoring with advocacy behaviors.
Step 3: Monitor Trends and Iterate Scoring Models
Use data and dashboards to continuously refine your health scoring model.
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Leverage Dashboards for Trend Analysis: Monitor advocacy trends over time using Reports and Dashboards. Identify correlations between advocacy activities and key outcomes like retention or expansion.
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Run Scorecard Tests: Use Scorecard Optimizer to test adjusted scoring models and validate their effectiveness.
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Refine Scoring Rules: Update rules in the Rules Engine to reflect evolving advocacy behaviors and program goals.
What's Next
Refining health scores with advocacy insights is a continuous process. Use these updates to align health scoring with customer success strategies and advocacy program objectives, ensuring that your scoring model stays relevant and actionable over time.
Explore More
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Guide: Configure Scorecards
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Support Resource: Baseline Scorecard Measure Using Rules
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Blog: The Scientific Method to an Effective Voice of the Customer Program