Just remember: keep it simple.
The accuracy of your health score is only as good as the data you use to calculate it. So create your score criteria by working backward from what a "healthy" customer looks like in your own data.
Take a sample of your most successful and profitable customers and look for patterns and commonalities in their path to success. Use those attributes as the inputs to your health score.
Here are a few examples of data points you could include:
First, calculate properties for each of the score categories that will be combined into our overall health score. Here are a few category ideas:
Product Usage Score: A weighted score created from critical product usage data.
Support Score: Start with a perfect score of 10 and subtract points for:
Sentiment Score: Combine customer and CSM inputs collected from:
Advocacy Score: Assign value to how much a customer helps grow the business by sharing their experience:
Next, calculate the overall score and give each score category an appropriate weight by aggregating our categories in a final calculated property.
It’s easy to overthink a health score or spend more time optimizing “the algorithm”……at the end of the day what matters is you have a better idea of the customers who need more attention to be successful, so don’t create your health score without looking at what your successful customers are already doing.
Start simple, and iterate.
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