Health Score element - Value to Your own company
Does anyone have an element of your health score that measures the value to your own company -- either financially or non-financially? I currently measure Bugs, Adoption, Usage, Support, Engagement, Financials, & CSM sentiment. I want to add an element where I can score a customer's value back to my company -- looking at both the financial impact as well as something on the non-financial side. Some of the other elements I measure will guide me towards that answer, but I wanted to see if anyone had an example of where they have this category broken out. For example, if we had a leading customer in the automotive industry, by having them as a customer, it has huge value to us as we could call that out in future sales plays. If someone measures things in their health score this way, I'd be interested to see how that works.
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Appreciate the responses. Currently, I do measure Engagement with these sub-categories: if they attend our showcase events; do they participate in our user forum; do they participate in any reference events; are they active in asking for enhancements. I think I can add some of the other suggestions both of you mentioned to fill it out more. Thanks.
Hello there. What i have done in the past is measure References and Advocacy. This measures the number of references that a customer has given i.e
a) Spoken to a sales prospect to recommend purchasing your solution
b) Presented to an audience of your existing customers on their best practices
c) Given a testimonial/video/ case study for your website
Hope this helps
Many thanks
Steve McDougal
Ashton