Customer Health without Analytics and Automation?
So you don't have product analytics, but you want to develop a customer health score?
It's possible, but how and when?
For a low-touch lower ACV customer base, perhaps this methodology isn't the way to go, but in this instance you're aiming to automate as much engagement as you possibly can anyway.
But, for larger organizations serving the enterprise or mid-market that haven't yet rolled out tools like Gainsight PX, Pendo, or any other app monitoring solution, a manual health score is worth the effort.
Your solution has health score metrics built into it. For example a CRM can be scored against new contacts created, new opportunities created, user adoption.
These are true outcome driving success metrics within your application. If you have the ability to login as your customer, your CSM can utilize a manual health scorecard and review the structure, adoption and utilization of the solution and score it.
Using this score, the CSM can develop initiatives to support the customer in driving the business outcomes forward. Additional training perhaps, assistance in a reconfiguration, or general business consultation where they share what other customers are doing.
How are others identifying cx health without automated tools?