How a good Customer Health Score can help in a crisis!





This week, Jeremie Halimi takes a look at how a solid Customer Health Score (CHS) can not only decrease stress and anxiety during an issue, but can help prevent unnecessary work when you are already trying to put out a fire.
A well-done CHS can tell you at a glance whether a customer is satisfied with your service, using your product robustly, at risk, and what direction their customer journey is moving in (grow, renew flat, headed towards churn).
Taking a look at the areas of Usage Data, Human Appreciation, and Customer Company Context will allow you to make sure you have all high quality ingredients in the right combination, with a pinch of experience "to know in real-time if you what you're looking at makes sense or not."
After reading this week's blog post, take a moment to consider and respond to the following:
- Is a Customer Health Score a part of your CS toolkit? Why or Why Not?
- When faced with an unexpected product crisis impacting your customers, how do you triage the communication/resolution process?
Leave a Comment
Categories
- All Categories
- 133 GGR Cafe
- 172 CS Conversations
- 960 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 32 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 191 Strategy & Planning
- 15 Future Customer Success Professionals
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 18 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community