Customer Success

How I Built This: Customer Health Scores

If you work in customer success you have heard of health scores. Customer health scores provide a standard scoring system by which you measure the performance of your customers. These scores help drive measurable outcomes with customers, help inform KPIs of your success org, and help your CSDs be more effective and efficient. Without these your client success organization is flying blind.

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Lead with Stories, Follow with Action

Over the course of the quarter, we built a customer health scoring models for all our customers. This provides a score for each customer based on different areas of their relationship with us: sentiment, engagement, adoption, support, and performance. After this, we then created content to address customers in our lowest cohorts. Our team, which oversees our self-service customers, relies on content creation, automation and scaled assistance, so these health scores are vital.

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Customer Engagement Rules

During our scaled customer success initiatives, we use messaging rules to ensure there's always a purpose for our messages. In any outreach, each message to a customer or user must have a purpose. Without a purpose, it cannot be tracked and measured adequately to ensure there's an outcome to be had.

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Organizing Customer Success Data

Your customer success team is only as effective as the data underlying it. Without data, your team will struggle to grow and scale. If you are intending to create a lifecycle, tech touch, or scale program within your success org, your data will be integral to support the initiative.

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Scaling Customer Success

This is a growing segment of customer success organizations. Teams have gotten good at enterprise - it’s generally easier to add more love and time into accounts. But what is new, and different, and requires a new mindset is to retain and grow clients in a self-serve and efficient manner. Even with additional headcount, it’s unwieldy and confusing and difficult to scale support and retain a good customer experience.

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