A brief introduction into the development of Customer Health Score Cards

1. Customer Health Score
Card Development

3. Customer
Success Key
Objectives
1.
Maximize Value Customers Extract From Solutions; Their
Value Proposition
2.
Maximize non monetary value
3.
Maximize monetary value

4. Proactive Vs
Reactive
Customer Success is proactively working our customer's
towards their desired outcome. Whereas customer
support…
Customer Support is reactive to customer's break/ fix
issues.

5. Customer
Intelligence
Strategy
Work cross functionally with engineers & use
customer intel for data driven actions to improve
the customer journey & the delivery of
predictable recurring value.

6. Why? Adopt The Use
Of Score Cards
Helps us to remain accountable and keep a
pulse on all our accounts.
Ensures that we as a team are driving
adoption and increasing return on
investment for our customers
*Implement at the start of the month and
review score on a month by month basis.

7. What Metrics
Shall We
Evaluate?
• Adoption
• Program Expansion
• Value To Customer
• Relations
• Non Monetary Value
• Monetary Value

8. Negative Indicators – At Risk Accounts?
Defaulting On Payments
Change of Champion A/M
Opting Out of Emails

9. How Do We
Do This?
Health Score Measure Out of
100
Product - 60% Weight
Relationship - 40% Weight

10. 1,2,3, GOOOOOO!