GGR Blog - By the Time You've Scored Customer Health, It's Too Late

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 321 Gain Grow Retain Staff
GGR Staff 5 Likes First Anniversary 5 Insightfuls

This week, Mary talks about that fact that health scores are reactive, meaning that 'by the time we identify a customer as a churn risk, we are too late. They are already a churn risk!"

So, does that mean the health score is dead? Not at all. It just means that there needs to be a shift in how we can use data to predict health: we need to include historical data.

Sharing a number of practical ways to step into this proactive health scoring, Mary helps guide CS professionals into a transformed health scoring process.

Read the article here

  1. What ways are you working on a more reactive health score?
  2. Are there other ways to move away from a reactive score?

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