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Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. In recent years, high-performance customer success teams have begun leveraging a holistic overall metric that combines the various elements of customer success and customer sentiment into a single, easy-to-understand number: the Customer Health Score.
A Customer Health Score allows CSMs, department leaders, and other key stakeholders in an organization to identify if a customer is ‘healthy’ quickly or ‘at risk.’ The Health Score serves as an internal signal alerting CSMs and other resources of customer behavior and sentiment, which can help guide strategic next steps and long-term planning.
Here are three steps to leverage your Customer Health Score:
Is your team leveraging Customer Success Scores with your customers? You can learn more about Customer Health Scoring and other metrics with these additional ClientSuccess resources:
