You’ve onboarded the customer, took him through the entire process and your customer has started using your product. Great! But your job is not done here. You need to check how well they are profiting from your product. And this is where customer health score come into the picture. At …
Category: Customer Health Score
An account health score is a value that indicates the long-term prospect for a customer. A SaaS customer goes through onboarding, retention, and upsell.At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account …
Who is this post for? Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer to inform you that they will not be renewing their …
TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals Measuring leading indicators with short lookup windows Having a simple risk strategy, i.e., poor …