{"id":27137,"date":"2021-06-30T14:27:43","date_gmt":"2021-06-30T14:27:43","guid":{"rendered":"https:\/\/www.process.st\/templates\/account-health-scorecard-checklist-workflow\/"},"modified":"2024-02-29T04:18:14","modified_gmt":"2024-02-29T04:18:14","slug":"account-health-scorecard-checklist-workflow","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/account-health-scorecard-checklist-workflow\/","title":{"rendered":"Account Health Scorecard Workflow"},"content":{"rendered":"<section id=\"introduction\">\n<h2>Introduction:<\/h2>\n<div class=\"image-content\">\n<figure> <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sGf6E-ilS-zajPdUfRhACw.png\" alt=\"Introduction:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sGf6E-ilS-zajPdUfRhACw.png\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><strong>Use this account scorecard to holistically assess the health of your customer accounts and your health.<\/strong><\/p>\n<p style=\"text-align: left;\">An <strong>account health scorecard<\/strong> can offer visibility to enterprise-level performance and alert the respective business function before a customer identifies a problem.<\/p>\n<p style=\"text-align: left;\">By using this workflow, you'll create an account health scorecard that:<\/p>\n<ul>\n<li style=\"text-align: left;\">Accurately captures the customer's target objectives, target outcomes, and progress along the value realization path.&nbsp;<\/li>\n<li style=\"text-align: left;\">Is flexible, taking into account real-world nuance.<\/li>\n<li style=\"text-align: left;\">Tracks the history of account scores over time to understand how a customer's health has evolved.&nbsp;<\/li>\n<\/ul>\n<p>Due to technological developments, customer expectations and demands are changing. This is altering what the customers want and expect, creating a strong catalyst probing businesses to adapt and be more customer-centric.&nbsp;<\/p>\n<p>Organizations that are successfully leading this CS transformation have the potential to bolster positive referrals by <a href=\"https:\/\/referralrock.com\/blog\/referral-program-with-word-of-mouth-marketing\/\" rel=\"nofollow noopener\" target=\"_blank\">83%<\/a>, lower costs by <a href=\"https:\/\/www.pointillist.com\/blog\/what-is-customer-journey-analytics\/\" rel=\"nofollow noopener\" target=\"_blank\">20%<\/a>, and increase customer lifetime value by <a href=\"https:\/\/www.adobe.com\/content\/dam\/acom\/en\/experience-cloud\/research\/roi\/pdfs\/business-impact-of-cx.pdf\" rel=\"nofollow noopener\" target=\"_blank\">x1.6<\/a>.<\/p>\n<p>By using this workflow, you as a customer success representative will be able to create an account health scorecard. You'll accurately measure customer value generated by determining an account's health and your health.<\/p>\n<h5 style=\"text-align: center;\">How to use this workflow&nbsp;<\/h5>\n<p>At the beginning of this workflow, you're presented with a set of specialized questions given as form fields. Populate each form field with your data.<\/p>\n<p>This Account Health Scorecard Checklist Workflow is broken down into the following two sections:<\/p>\n<ol>\n<li><strong>Measuring customer success:<\/strong> Measure your customer's health.&nbsp;<\/li>\n<li><strong>Measuring internal business success:<\/strong> Measures your health.<\/li>\n<\/ol>\n<p>Features used in this workflow include:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/stop-tasks\/\" rel=\"nofollow noopener\" target=\"_blank\">Stop tasks<\/a>&nbsp;- To ensure task order.<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/dynamic-due-dates\/\" rel=\"nofollow noopener\" target=\"_blank\">Dynamic due dates<\/a> - To make sure the account health scorecard you create is assessed on time.<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/role-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">Role assignments<\/a> - To delegate tasks ensuring your supervisor is appropriately assigned to the account health scorecard review task.<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">Approvals<\/a>&nbsp;- Tasks can be accepted, rejected, and rejected with comments.<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"enter-workflow-details\">\n<h2>Enter workflow details<\/h2>\n<div class=\"text-content\">\n<h5 style=\"text-align: center;\">Business details<\/h5>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Business name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5 style=\"text-align: center;\">Your details <\/h5>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Your full name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5 style=\"text-align: center;\">Manager's details&nbsp;<\/h5>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>You'll want your account health scorecard to be assessed by your supervisor. Preferably this would be your customer success manager. Fill out your supervisor's details below.&nbsp;<\/p>\n<p>Your manager can access your account health scorecard using Process Street's <a href=\"https:\/\/www.process.st\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">Approvals<\/a> feature.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Manager's name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5 style=\"text-align: center;\">Account details<\/h5>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Account name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>You want to be continuously assessing the health of your accounts. <strong>Make sure to schedule a re-assessment<\/strong> for the chosen account. Use the date form field below to schedule this.&nbsp;<\/p>\n<p>This will utilize our <a href=\"https:\/\/www.process.st\/help\/docs\/dynamic-due-dates\/\" rel=\"nofollow noopener\" target=\"_blank\">Dynamic Due<\/a> date feature, to send an automatic reminder when the account is due to be assessed.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Date assessed <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Date for account re-assessment <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>In this Account Health Scorecard Checklist Workflow, you'll be presented with the following <strong>form fields<\/strong> which you're required to <strong>populate<\/strong>&nbsp;with your<strong>&nbsp;specific data<\/strong>.&nbsp;<\/p>\n<p><em>Click on the links below to access our help pages and more form field information.&nbsp;<\/em><\/p>\n<ul>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/how-subtask-work\/\" rel=\"nofollow noopener\" target=\"_blank\">Subtasks&nbsp;<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\">Long text<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\">Short text<\/a>&nbsp;<\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\">Date<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/file-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">File upload form field<\/a><a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/li>\n<\/ul>\n<p>Let's start by recording your details, your business details, your manager's details, and the details of your customer's account.&nbsp;<\/p>\n<p><strong>This is a stop task<\/strong>, meaning you cannot progress in this template until the required form fields are populated.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"decipher-where-your-customers-are-relative-to-where-they-want-to-go\">\n<h2>Decipher where your customers are relative to where they want to go<\/h2>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> What are your customer's target objectives? <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> Customer success vector <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> What are your customer's target outcomes? <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>You want to find out where your customers are currently, relative to where they want to go.<\/p>\n<p>To gain a better idea regarding where your customer wants to go, <strong>note their target objectives and outcomes.&nbsp;<\/strong><\/p>\n<p>Next, find out where they are along the value realization path. Map their customer success vector, is this positive, neutral or negative?&nbsp;<\/p>\n<p class=\"style-info\">For more information on customer success vectors,&nbsp;<strong>read<\/strong>: <a href=\"https:\/\/www.process.st\/customer-success-vector\/\" rel=\"nofollow noopener\" target=\"_self\">5 Tips to Make Your Customer Success Vectors Actual Vectors (KSIs Not KPIs)<\/a><\/p>\n<p>You can use the file upload form field above to upload a copy of your customer's success vector. Make sure to note key success milestones.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"measure-customer-success\">\n<h2>Measure customer success:<\/h2>\n<\/section>\n<section id=\"determine-whether-the-customer-is-realizing-business-value\">\n<h2>Determine whether the customer is realizing business value<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the NPV of your account\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> NPV value <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate other KPI metrics you deem appropriate for determining business value\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Detail other KPI values below <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\"><a href=\"https:\/\/en.wikipedia.org\/wiki\/Business_value\" rel=\"nofollow noopener\" target=\"_blank\">Business value<\/a> is a standard measure used to determine the health and well-being of a firm in the long run. That is, it's the economic value of the whole business or company.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Calculate The Net Present Value (NPV) of business activities related to your customer's account.&nbsp;<\/p>\n<p>The NPV is an excellent KPI that captures business value. The measure captures net cash flow <em>C <\/em>overtime period <em>t,&nbsp;<\/em>the discount rate denoted by&nbsp;<em>r<\/em> (if relevant), and the number of periods considered <em>N.&nbsp;<\/em><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"determine-whether-the-customer-is-realizing-experience-value\">\n<h2>Determine whether the customer is realizing experience value<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the CSAT for your account\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the NPS for your account\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the CES for your account\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> CSAT score <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> NPS score <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> CES score <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate other KPI metrics you deem appropriate for measuring customer experience\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Detail other KPI measures along with their results below <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\">The <a href=\"https:\/\/www.zendesk.co.uk\/blog\/why-companies-should-invest-in-the-customer-experience\/\" rel=\"nofollow noopener\" target=\"_blank\">customer experience<\/a> (CX) is everything related to a business that affects a customer's perception and feelings about it. Customer experience focuses on the relationship between a business and its customers. It includes every interaction, even if that interaction doesn't result in a purchase.<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p><strong>Measure customer experience by calculating the following KPIs.&nbsp;<\/strong><\/p>\n<h5 style=\"text-align: center;\">CSAT<\/h5>\n<p>Customers are asked how satisfied they are with their overall experience. The question used can vary, as can the scale used.<\/p>\n<p>Ask the question: \"<em>On a scale of 1\u201310, how satisfied were you with our service today<\/em>?<\/p>\n<p style=\"text-align: center;\"><strong>&nbsp;CSAT (%) = (sum of all scores\/sum of the maximum possible scores) x 100<\/strong><\/p>\n<h5 style=\"text-align: center;\">NPS<\/h5>\n<p>The Net Promoter Score is calculated from a single question, \"<em>on a scale of 1-10, how likely are you to recommend [company name] to a friend<\/em>?\"<\/p>\n<p style=\"text-align: center;\"><strong>NPS (%) =&nbsp; % of promoters - % of detracters&nbsp;<\/strong><\/p>\n<h5 style=\"text-align: center;\">Customer effort score (CES)<\/h5>\n<p>The <strong>Customer Effort Score (CES)<\/strong> is a customer experience survey metric. The CES determines the ease of customer interactions and resolutions during a request.&nbsp;<\/p>\n<p style=\"text-align: center;\"><strong>CES = % positive responses - % negative responses <\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"determine-whether-the-customer-is-realizing-performance-value\">\n<h2>Determine whether the customer is realizing performance value<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the acceptance rate\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the number of identified customer needs\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the on-time delivery rate\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine your rescheduling quota\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       5\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine your product's flexibility\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       6\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the technical ability of your product\/service\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       7\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the service reliability of your product\/service\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       8\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the service assurance\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       9\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the development costs\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       10\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the number of bottlenecks\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       11\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Determine the scheduling efficiency\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       12\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate the number of defects detected\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Acceptance rate <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Number of identified customer needs <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> One-time delivery rate <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Re-scheduling quota <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Product flexibility <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Product\/service technical ability <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Service reliability of product\/service <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Service assurance <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Developmental costs <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Number of bottlenecks <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Scheduling defects <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Defects detected <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate other KPI metrics you deem appropriate to measure product\/service performance\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Detail other KPI measures along with their results below <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\">Performance value measures how well products\/services are performing.&nbsp;<\/p>\n<p>To measure value performance, you shouldn't focus on your main offering. A holistic approach should be taken instead that accounts for the cohesive delivery of your products and services.&nbsp;<\/p>\n<p>To do this, you need to use KPIs that follow <strong>SMART<\/strong> principles. That is, you need KPIs that are <strong>S<\/strong>pecific, <strong>M<\/strong>easurable, <strong>A<\/strong>ttainable, and <strong>R<\/strong>ealistic.&nbsp;<\/p>\n<p>Listed below are the KPIs that follow the SMART criteria:<\/p>\n<ul>\n<li><strong>Acceptance rate<\/strong><\/li>\n<li><strong>Number of identified customer needs&nbsp;<\/strong><\/li>\n<li><strong>On-time delivery<\/strong><\/li>\n<li><strong>Rescheduling quota&nbsp;<\/strong><\/li>\n<li><strong>Product flexibility&nbsp;<\/strong><\/li>\n<li><strong>Technical ability&nbsp;<\/strong><\/li>\n<li><strong>Service reliability<\/strong><\/li>\n<li><strong>Service assurance<\/strong><\/li>\n<li><strong>Development cost&nbsp;<\/strong><\/li>\n<li><strong>Number of bottlenecks&nbsp;<\/strong><\/li>\n<li><strong>Scheduling inefficiency&nbsp;<\/strong><\/li>\n<li><strong>Defects detected&nbsp;<\/strong><\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p><strong>Check out the below resources to help you calculate the above KPI measures:<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<ol>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/17410380910961046\/full\/html\" rel=\"nofollow noopener\" target=\"_blank\">Evaluation of Customer Satisfaction for PSS Design<\/a><\/p>\n<\/li>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/www.researchgate.net\/publication\/263507714_Concept_for_a_Performance_Measurement_Method_for_the_Organization_of_the_IPS2_Delivery\" rel=\"nofollow noopener\" target=\"_blank\">The Concept for a Performance Measurement Method for the Organization of the IPS2 Delivery<\/a><\/p>\n<\/li>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/link.springer.com\/chapter\/10.1007\/978-3-642-15973-2_65\" rel=\"nofollow noopener\" target=\"_blank\">Towards a Performance Measurement System for Lean-Oriented NPD Processes<\/a><\/p>\n<\/li>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/gupea.ub.gu.se\/handle\/2077\/23881\" rel=\"nofollow noopener\" target=\"_blank\">Lean Product Development - Performance Measurement System<\/a><\/p>\n<\/li>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/www.sciencedirect.com\/science\/article\/pii\/S2212827113005301\" rel=\"nofollow noopener\" target=\"_blank\">Key Performance Indicators for Assessing the Planning and Delivery of Industrial Services<\/a><\/p>\n<\/li>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/link.springer.com\/chapter\/10.1007\/978-3-642-30820-8_27\" rel=\"nofollow noopener\" target=\"_blank\">An Indicator Framework for Monitoring IPS\u00b2 in the Use Phase<\/a><\/p>\n<\/li>\n<li>\n<p class=\"style-info\"><a href=\"https:\/\/core.ac.uk\/download\/pdf\/16328286.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Lean Product Development<\/a><\/p>\n<\/li>\n<\/ol><\/div>\n<\/section>\n<section id=\"measure-internal-business-success\">\n<h2>Measure internal business success:<\/h2>\n<\/section>\n<section id=\"measure-business-outcomes\">\n<h2>Measure business outcomes<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Measure business revenue\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Measure business advocacy\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Measure business tenure\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Measure business cost\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Business revenue <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Business advocacy <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Business tenure <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Business costs <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Calculate other KPI metrics you deem appropriate to measure business success\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Detail other KPI measures along with their results below <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Measuring internal success is more self-explanatory. You'll want to look for increasing revenue, tenure, advocacy, and lowered costs.<\/p>\n<ul>\n<li><strong>Measure business revenue<\/strong>: Undertake profitability analysis by calculating your margin\/profitability ratio, your gross profit margin ratio, net profit margin ratio, and conduct a break-even analysis.<\/li>\n<li><strong>Measure business advocacy<\/strong>: When customers are deeply connected and involved with a company, advocacy comes naturally. Customer advocacy is measured by gauging the monetary effect on the company from voluntary customer behavior.<\/li>\n<li><strong>Measure business tenure<\/strong>: Calculate your average customer tenure and gain a measure for the life expectancy of new customers when they subscribe to your service. To determine the lifetime value of a customer (LTV) find out: How much you earn from them on average for each month (ARPU); the average costs associated with every new customer (CAC); costs associated with servicing a new customer (CTS), and how long you can expect them to remain a customer (tenure).<\/li>\n<li><strong>Measure business cost<\/strong>: Costs are mandatory expenses made for the smooth running of a business. Every business activity will have a cost associated. Measure direct, indirect, fixed, variable, operating, product, and period costs associated with your organization.<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"assigning-weights\">\n<h2>Assigning weights:<\/h2>\n<\/section>\n<section id=\"assign-weights-to-your-kpi-metrics\">\n<h2>Assign weights to your KPI metrics<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Talk with your colleagues and your customer success manager\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Assign weights to your KPI measures as appropriate\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Make sure all your weights add up to 100\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p>The KPI metrics used to calculate customer and business success are not equal. That is, one KPI measure might be more indicative of an account's health relative to another.<\/p>\n<p><strong>You need to treat your KPI metrics with the correct importance to give an accurate representation of your account's health.<\/strong><\/p>\n<p>I recommend talking to your customer success manager and your customer success colleagues. These are people who regularly interact with your customers, and will have a strong sense of which signals are more or less important.<\/p>\n<p>For instance, there may be accounts that have low product usage rates but rave about your product and aren\u2019t liable to churn (this will be reflected in the CSAT score). In this instance, your CSAT score needs to be assigned a stronger weight when determining customer health.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"assign-your-bucket-scoring-system\">\n<h2>Assign your bucket scoring system<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Assign your account to their approriate \"bucket\"\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p>To benchmark your customer health score, you have developed a bucket scoring system. It's recommended that you use a 1-100 scale for your system. With this scale, you can distinguish<em> buckets&nbsp;<\/em>to put your customers in as appropriate.<\/p>\n<ul>\n<li>For instance, an account sitting within the bucket 0-39 is deemed unhealthy. You could assign this bucket an <span style=\"color: #333333;\"><span style=\"background-color: #ffd0b9;\">orange color.<\/span>&nbsp;<\/span><\/li>\n<li>An account sitting in a bucket of 40-79 is neutral. You could assign this bucket a <span style=\"background-color: #fce8a7;\">yellow color<\/span>.&nbsp;<\/li>\n<li>An account sitting in the bucket 80-100 is healthy. You could assign this bucket a <span style=\"background-color: #b4e5fa;\">blue color<\/span>.&nbsp;<\/li>\n<\/ul>\n<p class=\"style-danger\">Note: More segmentation leads to better results with more developed and pointed strategies.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"upload-a-copy-of-your-account-health-scorecard\">\n<h2>Upload a copy of your account health scorecard<\/h2>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> Upload a copy of your account health scorecard <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Use the file upload form field to <strong>upload a copy of your account health scorecard<\/strong>.<\/p>\n<p>Your account health scorecard will be <strong>assessed and approved<\/strong> by your manager.&nbsp; Until this has been approved, you will not be able to continue with this workflow.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"approval\">\n<h2>Approval: <\/h2>\n<div class=\"approval-content\">\n<div class=\"header\">\n<div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n<\/p><\/div>\n<div class=\"approval-rule-subject-tasks-list\">\n<ul class=\"list\">\n<li>\n<div class=\"approval-rule-subject-tasks-list-item\">\n<div class=\"item\">\n<div class=\"container\"> <span class=\"title\">Upload a copy of your account health scorecard<\/span> <\/p>\n<div class=\"body\">\n         Will be submitted\n        <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"note-potentialemerging-areas-of-concern\">\n<h2>Note potential\/emerging areas of concern<\/h2>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Account successes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Account areas of concern <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Account improvement strategy <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>You need to note red-flag issues as they emerge. Make a note of where an account's performing poorly (<span style=\"background-color: #ffd0b9;\">orange areas<\/span>) and where they are succeeding (<span style=\"background-color: #b3f0c1;\">green areas<\/span>).&nbsp;<\/p>\n<p><strong>To remove areas of concern, you need a strategy<\/strong>. Think about how you can improve KPI measures for areas of the scorecard colored orange. Your aim is to have scorecards that are all green, indicating healthy accounts and a healthy business.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"reassess-your-account\">\n<h2>Re-assess your account<\/h2>\n<div class=\"text-content\">\n<p class=\"style-danger\" style=\"text-align: center;\"><strong>It's time to re-assess the health of your account.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"related-workflows\">\n<h2>Related workflows:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-feedback\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Feedback<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-profiling\" rel=\"nofollow noopener\" target=\"_blank\">Customer Profiling<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/standup-meeting-checklist\" rel=\"nofollow noopener\" target=\"_blank\">Standup Meeting<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/ab-testing\" rel=\"nofollow noopener\" target=\"_blank\">AB Testing<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-journey-map-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Journey Map Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-onboarding-with-automations\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Onboarding With Automations<\/a><\/li>\n<li>\n<p><a href=\"https:\/\/www.process.st\/templates\/customer-service-performance-review\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Performance Review<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"https:\/\/www.process.st\/templates\/customer-service-training\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Training<\/a><\/p>\n<\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/investor-pitch\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer investor pitch<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/daily-customer-service-duties\/\" rel=\"nofollow noopener\" target=\"_blank\">Daily Customer Service Duties<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/how-to-respond-to-negative-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">How to Respond to Negative Reviews<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/reduce-churn\/\" rel=\"nofollow noopener\" target=\"_blank\">Reduce Churn<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"sources\">\n<h2>Sources:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/referralrock.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Referral Rock<\/a> -&nbsp;<em><a href=\"https:\/\/referralrock.com\/blog\/referral-program-with-word-of-mouth-marketing\/\" rel=\"nofollow noopener\" target=\"_blank\">Use a Referral Program to Increase Word-of-Mouth Marketing<\/a><\/em><\/li>\n<li><a href=\"https:\/\/www.pointillist.com\/https:\/\/www.pointillist.com\/blog\/what-is-customer-journey-analytics\/\" rel=\"nofollow noopener\" target=\"_blank\">Pointillist - What is Customer Journey Analytics?<\/a><\/li>\n<li><a href=\"https:\/\/www.adobe.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Adobe<\/a> - <em><a href=\"https:\/\/www.adobe.com\/content\/dam\/acom\/en\/experience-cloud\/research\/roi\/pdfs\/business-impact-of-cx.pdf\" rel=\"nofollow noopener\" target=\"_blank\">The Business Impact Of Investing In Experience<\/a><\/em><\/li>\n<li><a href=\"https:\/\/www.invensislearning.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Invensis <\/a><em>&nbsp;- <a href=\"https:\/\/www.invensislearning.com\/blog\/what-is-business-value\/\" rel=\"nofollow noopener\" target=\"_blank\">What is Business Value and How It is Measured?<\/a><\/em><\/li>\n<li><a href=\"https:\/\/www.zendesk.co.uk\/\" rel=\"nofollow noopener\" target=\"_blank\">Zendesk<\/a> <em>- <a href=\"https:\/\/www.zendesk.co.uk\/blog\/why-companies-should-invest-in-the-customer-experience\/\" rel=\"nofollow noopener\" target=\"_blank\">What is customer experience? How to deliver great CX<\/a><\/em><\/li>\n<li><em><a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\">Process Street <\/a>&nbsp;- <a href=\"https:\/\/www.process.st\/customer-success-vector\/?_ga=2.229462744.555680722.1624261338-2099706172.1564663411\" rel=\"nofollow noopener\" target=\"_blank\">5 Tips to Make Your Customer Success Vectors Actual Vectors (KSIs Not KPIs)<\/a><\/em><\/li>\n<li><a href=\"https:\/\/en.wikipedia.org\/\" rel=\"nofollow noopener\" target=\"_blank\">Wikipedia<\/a> -<em> <a href=\"https:\/\/en.wikipedia.org\/wiki\/Business_value\" rel=\"nofollow noopener\" target=\"_blank\">Business value<\/a><\/em><\/li>\n<li><a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\">Process Street <\/a>&nbsp;- <em><a href=\"https:\/\/www.process.st\/customer-health-score\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Health Score <\/a><\/em><\/li>\n<li><a href=\"https:\/\/pixabay.com\/photos\/scale-question-importance-balance-2635397\/\" rel=\"nofollow noopener\" target=\"_blank\">Image<\/a> - <a href=\"https:\/\/pixabay.com\/users\/qimono-1962238\/\" rel=\"nofollow noopener\" target=\"_blank\">Qimono<\/a>, re-sized<em><\/em><\/li>\n<li><a href=\"https:\/\/pixabay.com\/photos\/businessman-consulting-business-2606502\/\" rel=\"nofollow noopener\" target=\"_blank\">Image<\/a><em> - <\/em><a href=\"https:\/\/pixabay.com\/users\/geralt-9301\/\" rel=\"nofollow noopener\" target=\"_blank\">Geralt, <\/a>re-sized<\/li>\n<li><a href=\"https:\/\/pixabay.com\/photos\/money-home-coin-investment-2724235\/\" rel=\"nofollow noopener\" target=\"_blank\">Image<\/a> - <a href=\"https:\/\/pixabay.com\/users\/nattanan23-6312362\/\" rel=\"nofollow noopener\" target=\"_blank\">nattanan23<\/a>, re-sized<\/li>\n<\/ul><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Use this account scorecard to holistically assess the health of your customer accounts and your health. An account health scorecard can offer visibility to enterprise-level performance and alert the respective business function before a customer identifies a problem. By using this workflow, you'll create an account health scorecard that: Accurately captures the customer's target [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":27138,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"18","template_description":"Use this Account Health Scorecard Workflow to create a scorecard that details the health of your customers and your health.","template_id":"qjWqivQEjJjkr3TqXeVL8A","task_0":"Introduction:","task_slug_0":"introduction","task_1":"Enter workflow details","task_slug_1":"enter-workflow-details","task_2":"Decipher where your customers are relative to where they want to go","task_slug_2":"decipher-where-your-customers-are-relative-to-where-they-want-to-go","task_3":"Measure customer success:","task_slug_3":"measure-customer-success","task_4":"Determine whether the customer 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