Post on 09-Jan-2017
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
10 Best Practices For Calculating Your Customer
Health Scores
Paul Philp @PPhilpFounder and CEO, Amity
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Get your tweet on and join the conversation!#Customerhealth
@GetAmity @PPhilp
Q&A at the end – ask them in the chat box!(if we run out of time, tweet or email us!)
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Health Score = Early Warning System
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Early Warning is not Enough
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Elements of an Early Warning System
RiskKnowledge
ResponseStrategy
MonitoringSystem
Signals
What Factors lead to higher customer
Risk
Monitor all your sensors for meaningful changes.
Monitoring
What signals provide he best insight.
Signals
What actions will be taken.Response
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
1. Define Your Goals for the Health Score• Who will be using the health score?• What actions will be triggered?• What metrics might be impacted?
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
2. Start Small and Iterate
Implement
MeasureImprove
Design
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
3. Define Health Score by Lifecycle Stage
Land Launch Adoption Expand Renewal
Each Stage can (should) have different signals and responses.
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
4. Define Your Actions First
• What challenges do customers face?
• What actions will impact the customer challenge?
• What signals will trigger this action?
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
5. Define Your Signals
SignalSource Measure 1Measure 2Measure 3Business Outcomes
AdoptionDelivery and Operations
Customer FeedbackRelationship
Outcome1 > Y Outcome2 + 10%
Logins > X Key Feature + 10% Licenses >80%
Outcome 2 > Goals
Onboarding On Time
NPS > Z
Executive Left
Min Max GoalChange in Trend
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
6. Enable Manual OverridesCSMs have access to unique observations, powerful insights and pattern recognition.
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
7. Benchmark Your Customers• Benchmark your
customers against all your signals.
• Benchmarks can be very accurate filters on your signals.
• Changes in relative position can be very powerful signals.
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
8. Combine Signals into Actionable Health Score(s)You can (should) have multiple health scores.
• By Product• By Stage• By Outcome• By Industry
Signal Value Weight Score
Outcomes 0.75 0.5 0.38
Usage 0.3 0.3 0.09
Relationship 0.8 0.2 0.16
63
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
9. Share Your Signals and Health Scores• Provide your customers
with periodic ‘report cards’.
• Great opportunity to create value by providing insights.
• Also, an opportunity to demonstrate your value.
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
10. Manage your Signals and Goals• Build a customer
command center.• Set and track
goals for all signals.
• Develop customer success plans to improve low signal levels.
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
10 Best Practices to Calculate Customer Health Scores1. Define Your Goals for the Health Score2. Start Small and Iterate3. Define Health Score by Lifecycle Stage4. Define Your Actions First5. Define Your Signals6. Enable Manual Overrides7. Benchmark Your Customers8. Combine Signals into Actionable Health Score(s)9. Share Your Signals and Health Scores10. Manage your Signals and Goals
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Your customer command center.
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
The Pre-Amity Command Center
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
From Chaos to Customer SuccessAutomatic Data Collection and Analysis
Confidential © 2014 Amity
Renewals
UpsellingRetention
Referrals
TrialConversions
Growth
Productivity
Scalability
Visibility
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Amity Key FeaturesComplete Customer Success Suite
DataIntegration
CRMEmail
SupportBilling
MarketingActivity
Outcomes
CustomerInsight
Health ScoreTrendsAlerts
EngagementKPIs
Outcomes
WorkflowAutomation
RulesPlaybooks
Notifications
CustomerEmailTasks
Real-time
LifecycleManagement
VisualGoals
Drill DownHistorical
Performance
Reporting
DashboardsTeam
PerformanceAccount
PerformancePortfolio
Performance
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Amity BenefitsDramatically Improve CSM Productivity
Simplify Day to
Day Workflow
Unify all Custome
r Data
Highlight Churn /
Upsell
Focus on the Right
Customer
Automate
Routine Tasks
Early Warning System
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Q & A
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Join our upcoming webinar on August 24 at 1pm ET:Customer Success as a Profit Center
10 Best Practices to Calculate Customer Health Scores @GetAmity # Customerhealth
Thank you for being here!
#Customerhealth