Health score bias ?
If you group your health score between three buckets "healthy, neutral, and at-risk", how likely are you to swing in one direction?
For example, leaning more towards putting customers in the at-risk bucket but then this creates a "the boy who cried wolf scenario" where you have too many customers who are "at-risk" but not really. Or staying away from "neutral" and either having customers fall in "healthy" or "at-risk".
What's your take on this?
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- Wikipedia post on Regression analysis
- May blog article: Using Regression Analysis to Define Customer Health Scores
- My Udemy course: CSMath: Data-Driven Decision Making in Customer Success
- My instructor-led course with SuccessHACKER: Data-Driven Decision Making for Customer Success
Do you have any data on regression?
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Diana De Jesus
Customer Success Manager
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Original Message:
Sent: 11-12-2020 14:50
From: Ed Powers
Subject: Health score bias ?
Diana, whenever possible I recommend using objective analysis of data, rather than subjective assessments by CSMs, to set customer health dashboards. Statistical techniques such as regression can do this with a certain level of confidence without investing a lot more time and money on a predictive analytics solution. Absent enough data, which may be the case in your example, a subjective assessment may be all you can do in the short term.
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Ed Powers
Consultant
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Original Message:
Sent: 11-11-2020 15:58
From: Diana De Jesus
Subject: Health score bias ?
If you group your health score between three buckets "healthy, neutral, and at-risk", how likely are you to swing in one direction?
For example, leaning more towards putting customers in the at-risk bucket but then this creates a "the boy who cried wolf scenario" where you have too many customers who are "at-risk" but not really. Or staying away from "neutral" and either having customers fall in "healthy" or "at-risk".
What's your take on this?
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Diana De Jesus
Customer Success Manager
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