I'm taking lead on the tech touch segment at Gainsight (aka "Digital Led"). I've created a
preliminary health score and would love your thoughts/feedback on it!
Here at Gainsight, we use something called the
D.E.A.R. framework:
1) Deployment - Has this customer been deployed at a fundamental level?
2) Engagement - Have we engaged with a key stakeholder or executive on a call?
3) Adoption - How's their breadth and depth of adoption?
4) ROI - Have they achieved verified outcomes?
For digital led, here are my thoughts in regards to our product.
Deployment
Have they done the basic set-up required?
RED - No
GREEN - Yes
EngagementMeasured by engagement: 1) Call with key executive, or 2) Attendance in monthly office hoursRED - No engagement at all in last 90 daysYELLOW - Engagement with 1 persona last 90 days with EITHER call or office hoursGREEN - Engagement with 1 persona last 90 days with BOTH call & office hoursAdoption
OCD = Original Contract Date
ROI
We will automatically send out surveys every 6 months to ask if there are any goals achieved.
RED - Did not achieve anything in the last 365 days
GREEN - Achieved at least one goal in the last 365 days