Introduction
Customers have diverse needs depending on their size, industry, and lifecycle stage. To manage customer health more effectively, you must customize health scores for each segment. By tailoring health scores to specific customer profiles, such as Enterprise vs. SMB or Onboarding vs. Expansion, you can better prioritize engagement and address the unique challenges of each group. This article will guide you on how to customize health scores using Gainsight tools, ensuring your customer success efforts are more targeted and efficient.
Step 1: Segment Your Customer Base
To begin customizing health scores, divide your customer base into key segments.
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Enterprise vs. SMB: Tailor scorecards for Enterprise customers, focusing more on ROI and engagement with decision-makers. For SMB customers, prioritize feature adoption and deployment metrics using Scorecards.
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Lifecycle Stage (Onboarding vs. Expansion): During onboarding, track Deployment and Adoption to ensure new customers are integrating successfully. For expansion, focus on ROI and Engagement using Scorecards by Segment.
Segmenting your customer base helps you focus on the metrics that matter most for each group.
Step 2: Tailor Health Metrics for Each Segment
Next, configure your health metrics based on the priorities of each segment.
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Customize Metrics by Segment: For Enterprise accounts, prioritize metrics like Executive Engagement and Adoption of advanced features, while SMB accounts may require metrics related to daily usage and feature activation.
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Use Scorecard Overrides: In critical situations, use Scorecard Overrides to immediately adjust the health score for customers at risk.
Tailoring metrics ensures that the health score reflects what is most critical for each segment and makes it easier to identify potential risks or opportunities.
Step 3: Automate Health Score Updates for Each Segment
To maintain accuracy, automate health score updates for each segment based on specific triggers and data points.
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Automate Score Updates: Use Rules Engine to automatically update health scores when key metrics change. For instance, if product usage drops below a set threshold for SMB customers, trigger automatic health score adjustments.
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Deploy Playbooks: Automatically trigger Playbooks for each segment based on health score thresholds, ensuring your CSMs know how to engage customers at risk in each category.
Automating these processes ensures that health scores are always up-to-date and accurate for each customer segment.
Step 4: Monitor and Refine Health Scores by Segment
Continuously review and refine your health scores to ensure they remain accurate and reflective of customer needs.
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Monitor Trends by Segment: Use Dashboards to track health score trends across segments, ensuring you can spot patterns early.
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Refine Based on Outcomes: Regularly test the accuracy of your health scores by comparing predicted scores with actual customer outcomes, such as renewals or upsells. Adjust metrics or thresholds as needed for each segment using Scorecards.
By continuously refining your scores, you ensure that they remain predictive and aligned with the specific challenges of each segment.
Next Steps for Success
After customizing your health scores by segment:
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Track segment-specific risks: Use health score data to identify at-risk customers in each segment and create targeted engagement strategies.
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Automate Playbooks: Use Playbooks to guide CSMs through tailored engagement strategies for each customer segment, automating proactive outreach.
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