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.
As I mentioned before, it is a long road in requesting, receiving, and organizing the customer data your teams needs to implement scoring and proactive triggers. Over the last year, we laid the groundwork with our leadership team to prioritize the integration of product data to form a cohesive view of the customer.
How did we know what data we needed?
Start with what you know
Your teams already know what make customers successful. Start there. Your client success teams are already likely using benchmarks and KPIs to measure effectiveness with customers. Below are a few steps you can take to help gather this information.
At Bazaarvoice, we already had a framework for communicating customer performance in business reviews. It was only a matter of validating these and requesting the same data from product.
For example, Bazaarvoice customers collect user-generated content to share across their retail partners. We know that volume, coverage, rating, and rejection rate were the KPIs that would make up the scorecard measure.
Building an MVP
Now that we had a general idea of our health scores, it was time to build an MVP. Starting manually in spreadsheets is recommended. This is harder up front but allows you to validate your health scores against actual client data before configuring anything. Here's what we did:
We went through several cycles of updating score formulas, assessing with ambassadors, receiving feedback, and making changes. Then we decided to end the MVP phase once changes were becoming less frequent and any major objections or concerns were address.
A key here is to not wait for consensus. This may kill your project. Receive feedback from your ambassador team, work towards your goal of maximum clarity and validity, but don't let perfection and group consensus thwart your progress. The goal of the ambassador group is not approval, it is feedback.
Once you have your working health scores the build portion is easy. You simply ensure the data is flowing where it needs to be and configure the scores based on your model. The only gotchas here worth mentioning are:
There you have it. A short guide on creating and launching a health score MVP in your client success org.