Monitor Account Health Score
Account Health 360 tracks product adoption, financial, service and relationship health, and allows Customer Success to add a custom risk score
One view for your customer data
Account Health 360
CustomerSuccessBox tracks Product Signals like frequency of usage, depth of usage, active user trend, key usage milestones and license utilization to calculate product adoption health.
Track financial signals such as Revenue trend, Due Invoices amount, Days since last renewal and more to calculate Financial Health
We have seen that people tend to ignore support post setting up success. Account Health 360 tracks critical unresolved tickets, Frequency of new conversations, Satisfaction score trend, etc. to calculate service health for each account.
Track signals such as Touchpoint frequency, Recency of touchpoint and Touchpoints by channel to calculate Relationship Health
If you click on the risk tab, you can define a custom risk score for the account, and add tags indicating common risk or confidence context curated by you or the team for quick at-a-glance view. You can maintain custom notes as well for Risk and Confidence.
CustomerSuccessBox has really helped us to focus on things we needed to focus on. It has helped us to be more proactive and work on customers who are risky and as a result we had a much better 2020 than what we had expected under the circumstances.
We chose CustomerSuccessBox because it streamlined our Onboarding process and now we exactly know which account is at what stage in their Onboarding journey and also identify early warning signs for proactive support. After implementing the CustomerSuccessBox, the CSM:Account ratio increased by 25% in 6 months.
CustomerSuccessBox provides a 360-degree customer view and end-to-end customer success management. Without having to switch platforms, we now have instant insights on account health, product adoption, plus risk alerts and upsell triggers. The platform enables us to automate customer success at scale without losing the human touch.
Without CustomerSuccessBox, we were managing things through our CRM or spreadsheets and that was not dynamic. CustomerSuccessBox allowed us to see exactly what the customers are doing and how often they were logging in. On top of having the visibility, we could create alerts or automate playbooks to guide the customers.
Why Account Health 360?
Hear from Anadi Raj Tiwari, Product Manager at CustomerSuccessBox, on why we decided to ditch the traditional single customer health score and come up with five dimensions of account health.
Our thinking behind Account Health 360
- Why a single health score does not work
- Perfect customer health score for B2B SaaS
- The 5 dimensions of account health
- Best Practices for calculating account health