Introduction
Health scores aren’t static; they should evolve alongside your customers. To ensure your health scores remain predictive and effective, it's crucial to continuously monitor and refine them. By iterating on your health scoring system based on customer data, feedback, and real-world outcomes, you can stay ahead of potential risks and drive product adoption more effectively. This article will guide you through how to monitor and iterate health scores using Gainsight’s tools.
Step 1: Track Health Score Trends Using Dashboards
Start by regularly monitoring health score trends across your customer base using Gainsight Dashboards.
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Visualize Health Trends: Use Dashboards to track trends in customer health over time. By reviewing this data regularly, you can identify which accounts are improving and which may need attention.
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Monitor Customer Segments: Customize dashboards to filter by customer segment (e.g., Enterprise vs. SMB) or lifecycle stage (e.g., onboarding vs. expansion) to get a clearer view of which segments may require further engagement.
Dashboards give you a real-time view of health score trends, helping you track progress and take action where needed.
Step 2: Validate Health Scores by Comparing with Outcomes
To ensure your health scores are accurately predicting customer outcomes, validate them by comparing them to actual results, such as renewals, expansions, or churn.
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Outcome Tracking: Use Reports and Dashboards to track customer outcomes like churn or upsell success. Analyze how accurate your health scores were in predicting these outcomes.
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Adjust Weightings and Metrics: If certain metrics (e.g., Support Tickets or Product Usage) prove to be more predictive of churn than others, adjust the weightings in your Scorecards accordingly.
Validating your health scores helps ensure that they remain aligned with real-world outcomes, improving their predictiveness over time.
Step 3: Refine Health Scores Based on Feedback and New Data
Health scores should evolve as new data and feedback are collected.
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Gather CSM Feedback: Regularly collect feedback from your CSMs regarding which health scores are accurately reflecting customer health and which need adjustment. Use Gainsight Surveys or structured feedback sessions to gather insights on the effectiveness of your health scoring system.
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Incorporate New Metrics: If new customer behaviors become relevant (e.g., feature underuse), integrate these into your health score calculations using Scorecards.
By refining health scores based on real-world feedback and new data sources, you ensure that they continue to reflect customer behavior accurately.
Step 4: Automate Health Score Iterations Using Rules Engine
Leverage automation to continuously update and iterate health scores.
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Automate Updates: Use Rules Engine to automatically update health scores when key metrics change. For example, if product usage drops significantly, trigger an automatic health score adjustment.
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Trigger Alerts for Changes: Automatically trigger CTAs when significant changes in health scores occur, ensuring your team is always aware of key shifts in customer health.
By automating updates, you keep your health scores fresh and accurate without manual intervention.
Next Steps for Success
With ongoing health score iterations:
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Monitor Trends Regularly: Continuously monitor health score trends across your customer base to stay ahead of potential risks.
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Automate Actions: Ensure automated CTAs and Playbooks are in place to trigger the right actions when health scores change.
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