Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer's health will let you examine any account at any given time and understand where the relationship is.
A customer's health score indicates their current engagement, satisfaction, and loyalty level. Think of it as a way to zero in on your customer so you can connect with them in meaningful ways.
Many factors come into play when determining a customer's health score, including their usage levels, response times to inquiries or requests, NPS/survey responses, and more. A higher health score indicates greater engagement and satisfaction, while a lower score may indicate areas where improvement is needed for the relationship to remain successful.
It is essential to track multiple metrics to provide the needed information about how customers interact with your company. These include:
The graphic below shows an example of the six metrics in action. Also included here is the ClientSuccess SuccessScore—our customer success health scoring framework that allows you to bring in customer data from multiple customer systems to build a weighted health score. Our SuccessScore framework will enable you to clearly see the individual metric groups, overall scores, and trends calculated daily by a customer account.
Without the proper tool, these metrics are often spread across multiple systems such as CRM, Support Tool, NPS/Survey Tool, Product Usage Tool, Email, and Notes.
By tracking these metrics and the SuccessScore™, you will be better equipped to:
Overall, you'll see the complete picture of your client base, allowing you to improve your user journey in ways that make meaningful impacts for your customers.
There are plenty of things on your to-do list heading into 2023, but setting your customer success team up for a top-notch year should be at the top. With ClientSuccess, customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.
If you want to see a demo of the ClientSuccess SuccessScore health scoring framework and how it can save you time and headaches and make you grow more accounts, you can request a 30-minute demo here.
eBooks:
Ultimate Guide to SaaS Customer Success Metrics
Customer Success as a Culture: Customer Success Leaders Edition
Blog Posts:
3 Reasons Why Customer Health is Like a Gallon of Milk
Three Keys to Understand Customer Health
Learn more about how ClientSuccess can help your company develop a robust Customer Success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.
