How do you know if a customer is healthy? Well... by referring to their Customer Health Score, of course. When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success. Having an effective health score will help you: -Become proactive and data-driven -Manage your entire customer base -Have executive visibility on overall progress In this webinar, we will discuss the 10 best practices you need to consider when calculating your Customer Health Scores.

1. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
10 Best Practices For Calculating
Your Customer Health Scores
Paul Philp @PPhilp
Founder and CEO, Amity

2. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Get your tweet on and join the conversation!
#Customerhealth
@GetAmity @PPhilp
Q&A at the end – ask them in the chat box!
(if we run out of time, tweet or email us!)

3. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Health Score = Early Warning System

4. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Early Warning is not Enough

5. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Elements of an Early Warning System
Risk
Knowledge
Response
Strategy
Monitoring
System
Signals
What Factors lead to higher
customer
Risk
Monitor all your sensors for
meaningful changes.
Monitoring
What signals provide he best
insight.
Signals
What actions will be taken.
Response

6. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
1. Define Your Goals for the Health Score
• Who will be using the health score?
• What actions will be triggered?
• What metrics might be impacted?

7. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
2. Start Small and Iterate
Implement
MeasureImprove
Design

8. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
3. Define Health Score by Lifecycle
Stage
Land Launch Adoption Expand Renewal
Each Stage can (should) have different signals and
responses.

9. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
4. Define Your Actions First
• What challenges do
customers face?
• What actions will impact the
customer challenge?
• What signals will trigger this
action?

10. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
5. Define Your Signals
SignalSource Measure 1 Measure 2 Measure 3
Business Outcomes
Adoption
Delivery and Operations
Customer Feedback
Relationship
Outcome1 > Y Outcome2 + 10%
Logins > X Key Feature + 10% Licenses >80%
Outcome 2 > Goals
Onboarding On Time
NPS > Z
Executive Left
Min Max Goal
Change in Trend

11. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
6. Enable Manual Overrides
CSMs have
access to
unique
observations,
powerful
insights and
pattern
recognition.

12. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
7. Benchmark Your Customers
• Benchmark your
customers against all
your signals.
• Benchmarks can be very
accurate filters on your
signals.
• Changes in relative
position can be very
powerful signals.

13. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
8. Combine Signals into Actionable
Health Score(s)
You can (should) have multiple health scores.
• By Product
• By Stage
• By Outcome
• By Industry
Signal Value Weight Score
Outcomes 0.75 0.5 0.38
Usage 0.3 0.3 0.09
Relationship 0.8 0.2 0.16
63

14. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
9. Share Your Signals and Health Scores
• Provide your customers
with periodic ‘report cards’.
• Great opportunity to create
value by providing insights.
• Also, an opportunity to
demonstrate your value.

15. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
10. Manage your Signals and Goals
• Build a customer
command center.
• Set and track goals
for all signals.
• Develop customer
success plans to
improve low signal
levels.

16. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
10 Best Practices to Calculate
Customer Health Scores
1. Define Your Goals for the Health Score
2. Start Small and Iterate
3. Define Health Score by Lifecycle Stage
4. Define Your Actions First
5. Define Your Signals
6. Enable Manual Overrides
7. Benchmark Your Customers
8. Combine Signals into Actionable Health Score(s)
9. Share Your Signals and Health Scores
10. Manage your Signals and Goals

17. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Your customer command center.

18. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
The Pre-Amity Command Center

19. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
From Chaos to Customer Success
Automatic Data Collection and Analysis
Confidential © 2014 Amity
Renewals
Upselling
Retention
Referrals
Trial
Conversions
Growth
Productivity
Scalability
Visibility

20. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Amity Key Features
Complete Customer Success Suite
Data
Integration
CRM
Email
Support
Billing
Marketing
Activity
Outcomes
Customer
Insight
Health Score
Trends
Alerts
Engagement
KPIs
Outcomes
Workflow
Automation
Rules
Playbooks
Notifications
Customer
Email
Tasks
Real-time
Lifecycle
Management
Visual
Goals
Drill Down
Historical
Performance
Reporting
Dashboards
Team
Performance
Account
Performance
Portfolio
Performance

21. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Amity Benefits
Dramatically Improve CSM Productivity
Simplify
Day to Day
Workflow
Unify all
Customer
Data
Highlight
Churn /
Upsell
Focus on
the Right
Customer
Automate
Routine
Tasks
Early
Warning
System

22. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Q & A

23. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Join our upcoming webinar on August 24 at 1pm ET:
Customer Success as a Profit Center

24. 10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Thank you for being here!
#Customerhealth