Health Scoring For Tech Touch Customers

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

Engagement

Measured by engagement: 1) Call with key executive, or 2) Attendance in monthly office hours

RED - No engagement at all in last 90 days

YELLOW - Engagement with 1 persona last 90 days with EITHER call or office hours

GREEN - Engagement with 1 persona last 90 days with BOTH call & office hours

Adoption



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