#CustomerHealthScore #CustomerSuccess
Creating a customer success health score takes a lot of work. When done right, youโll need to analyze your churn reasons and best of breed clients. Youโll also need to capture data from multiple systems and take the time to figure out how to map them together. Youโll then need to experiment with the calculation itself and test its reliability, build the framework, load the data automatically, create validation rules... you get my point.
Most customer success teams are so exhausted from building the score, they basically stop all development work as soon as they finish building it. At a minimum, they showcase it in a single executive dashboard and make it available to the CSM.
A few take the time to share the score with other teams.
Some take it to the next level and create a few playbooks for situations when an account has a red health score.
If youโre in the same situation, you are not leveraging your health score enough. There are (at least) five (5) things you should absolutely consider doing with your health score once it becomes reliable. Things that will help you promote proactiveness, increase cross-functional collaboration, and fight churn in a scalable and efficient manner. Watch this video to see how we, at CSM practice, help our clients expand the return on their investment in developing a customer health score (or a churn index).
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๐๐ป Whenever youโre ready...If you're an ๐ฆ๐น๐ฑ๐ฆ๐ณ๐ช๐ฆ๐ฏ๐ค๐ฆ๐ฅ ๐ฆ๐น๐ฆ๐ค๐ถ๐ต๐ช๐ท๐ฆ ๐ฃ๐ถ๐ช๐ญ๐ฅ๐ช๐ฏ๐จ ๐ข ๐๐๐ ๐ฑ๐ณ๐ข๐ค๐ต๐ช๐ค๐ฆ ๐ง๐ฐ๐ณ ๐ต๐ฉ๐ฆ ๐ง๐ช๐ณ๐ด๐ต ๐ต๐ช๐ฎ๐ฆ, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:
1๏ธโฃ ๐๐ฉ๐๐๐ก ๐๐ฎ ๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐๐ช๐๐๐๐จ๐จ ๐๐๐ ๐พ๐๐๐๐ฉ๐จ๐๐๐๐ฉ
Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needleโso you can scale smarter and accelerate revenue growth.
Click here to download the workbook:
2๏ธโฃ ๐
๐ค๐๐ฃ 11,000+ ๐ฝ2๐ฝ ๐๐ญ๐๐๐ช๐ฉ๐๐ซ๐๐จ ๐๐ฃ๐ ๐๐๐๐๐๐ง๐จ
Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโt navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.
Click here to join:
3๏ธโฃ ๐ฝ๐ช๐๐ก๐๐๐ฃ๐ ๐ค๐ง ๐๐๐๐๐๐ฃ๐ ๐ ๐พ๐๐ ๐๐๐๐ข ๐๐ค๐ง ๐ฉ๐๐ ๐๐๐ง๐จ๐ฉ ๐๐๐ข๐?
Building and running a customer success practice for the first time doesnโt have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS teamโwithout the guesswork and costly missteps of figuring it out alone.
Click here to learn more:
โพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธ
To learn more about HEALTH SCORES:
โฌ DOWNLOAD THE INFOGRAPHIC: Customer Health Score Facts
00:00 Intro
00:12 Customer Health Score
01:10 Health Score Criteria
01:43 Proactiveness and Transparency
02:40 SMB Segments
03:01 CSM Automate Email
04:03 CSMs Email Template
05:44 Recommending Podcast