Introduction
A strong health scoring framework is critical to proactively managing customer health, reducing risk, and improving retention. With Gainsight’s DEAR Framework (Deployment, Engagement, Adoption, ROI), you’ll be able to build a system that provides early risk signals, allowing you to act before issues escalate and prioritize customers who need the most attention. This framework enables proactive engagement, leading to higher retention and customer satisfaction.
Step 1: Define and Prioritize Health Metrics (DEAR Framework)
Using the DEAR Framework, identify the most important health metrics for your customer base:
-
Deployment: Track feature and license activation with Gainsight Scorecards. This ensures you know which customers are using key features and which need further activation support.
-
Engagement: Use Timeline and Sponsor Tracking to monitor customer interactions, ensuring you’re not losing touch with decision-makers, which can lead to churn.
-
Adoption: With Product Analytics, monitor which features customers use most, identifying where adoption efforts should be focused.
-
ROI: Track customer outcomes via Success Plans and feedback from Surveys to ensure customers are achieving their desired goals.
By focusing on these metrics, you can predict which customers are healthy and which are at risk, empowering your team to take immediate action where necessary.
Step 2: Set Thresholds and Weights for Metrics
Setting thresholds and weights helps you differentiate between healthy and at-risk customers:
-
Thresholds: Define thresholds for each metric in the Gainsight Rules Engine to automate score adjustments based on changes in customer behavior. For example, if Adoption drops below a certain level, trigger immediate action.
-
Weights: Prioritize metrics like Adoption if driving feature usage is a key focus. This ensures that product adoption carries more weight in the overall health score.
By implementing these thresholds and weights, you can act early on warning signs, such as low feature usage, preventing churn.
Step 3: Configure and Monitor Health Scorecards
Now, it’s time to configure and monitor your health scorecards:
-
Customize scorecards based on customer segments (e.g., enterprise vs. SMB) or lifecycle stages (onboarding vs. expansion) using Scorecard Overrides for high-risk situations like stakeholder loss or product underuse.
-
Regularly review health score trends using Dashboards to monitor progress and make sure you’re acting proactively on risks.
Example: If a high-value customer’s Adoption score drops below the threshold, use the scorecard override feature to prioritize that account for immediate outreach.
Next Steps for Success
Now that your health scoring system is in place, focus on these next steps:
-
Identify at-risk customers: Use your health scores to identify accounts with low feature usage and design targeted re-engagement strategies.
-
Automate Playbooks: Deploy Gainsight Playbooks to automate outreach for at-risk customers, ensuring your team can respond quickly and effectively to health score changes.
By automating these workflows, your CSMs can focus on building relationships while Gainsight handles operational complexity.
Explore More