Welcome back Admins! Today we get to look at Scorecards. Health Scorecards give you a way to consistently measure your customers so you can easily identify those that are healthy and thriving as well as those that are at risk and in need of nurturing. The key here is consistency. Measuring the same metrics over time and across all customers (or cohorts) tells us how they are trending and helps guide the actions we need to take.
There is a Scorecard feature known as Exceptions. This function allows you to override a scorecard calculation at either the overall or the group level. This is a great tool because sometimes… there ARE exceptions. Maybe we have a manual measure that when the CSM changes the score to red we want the overall score to be red (or maybe only change the SENTIMENT group to red).
Another pro tip when using scorecards is to be sure to evaluate their effectiveness over time. To hear from an experienced admin about how they reviewed their scorecard and made improvements, check out this recording. (Skip to about the 23-minute mark for this demo.
Please share your tips or best practices you’ve discovered in your own scorecard deployment with the group. I’m always interested in hearing what you learn in the wild!
