What You'll Learn:
1. Fundamental principles of Customer Health Scoring used by the most innovative companies in the world
2. Discover four main pillars of Customer Health Score: product usage, support scoring, sentiment, customer advocacy
3. Overview of the 30 crucial metrics for customer success for data-driven decisions (MAU, DAU, WAU, Net Promoter Score, activation trigger(s) / TTV, open tickets, SLA violations, time to the first reaction / full resolution, Customer Success Management Sentiment and many other)
4. The primary formulas for customer health scoring include weighted average, point-based sum, downscaling, etc.
5. Practical advice and example setup of objects, fields, and pipeline of your Salesforce or HubSpot CRM system for efficient CSM without additional tooling
Level up your analytical skills and become more proactive in day-to-day work.
Customizable template built from deep-dive interviews with over 80 customer success professionals and over 200 comments and improvements to get you started with designing and monitoring your health scores. Experiment with different formulas and rules, iterate quickly and risk-free with this template.
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