To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures.
A customer health score is a metric used to determine whether customers are healthy or at-risk of dropping off. Customers with high health scores are high-value, repeat customers – this comes hand-in-hand with business growth.
In this Process Street article, we give you 7 vital indicators you need for determining customer health. We then explain how you can use these indicators to calculate customer health score values, before looking at examples of customer health scoring in practice.
Click on the relevant subheader to jump to your section of choice, alternatively scroll down to read all we have to say.
- Our secret source: 7 indicators for calculating customer success
- Calculating your customer health score
- Customer health scoring in practice
- Moving from a startup to big business and how this alters customer health score measures
Let’s start scoring!