Customer Success Leadership Community

Health Score element - Value to Your own company

  • 1.  Health Score element - Value to Your own company

    Posted 09-10-2020 08:06
    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.
    #CustomerHealth
    #Metrics

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    Ronald Krisak
    Director of Customer Success at Longbow Advantage
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  • 2.  RE: Health Score element - Value to Your own company

    Posted 09-14-2020 03:23

    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



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    Steve Mcdougal
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  • 3.  RE: Health Score element - Value to Your own company

    Posted 09-14-2020 09:36
    Hi Ronald,

    +1 on advocacy measures. We include:

    • Referencability - case studies, speaking engagements etc
    • Strategic logo - important because of brand presence in the market (vertical play)
    • Design partner - happy to engage with product teams on roadmap decisions, take beta products etc


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    Steve Wilson
    VP of Global Customer Success
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  • 4.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 15:29
    I'm in a similar situation trying to build out health metrics. I am aiming to incorporate invoice history (does the customer pay the bills on time) as a common metrics. What are other's thoughts on this?

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    AL
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  • 5.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 08:52
    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.

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    Ronald Krisak
    Director of Customer Success at Longbow Advantage
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  • 6.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 16:19
    I've seen/heard of this being used and we're actively considering having an "operations" metric such as this for our CHS.

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    Steve Wilson
    VP of Global Customer Success
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  • 7.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 17:18
    I used to have a financial component to my health score.  Scale of 5 to 1, if they paid on time, were 1 month late, 2 months late, etc.  We eventually dropped it.


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    Ronald Krisak
    Director of Customer Success at Longbow Advantage
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  • 8.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 17:25
    Hi Ronald, 
    Just curious, why did you decide to drop this as a metric? 
    Best,
    Ashton

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    AL
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  • 9.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 17:30
    We dropped that element of the health score as it wasn't showing much differentiation among our customers.  Might add back in at some point, but decided to drop it & focus on some other elements.

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    Ronald Krisak
    Director of Customer Success at Longbow Advantage
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  • 10.  RE: Health Score element - Value to Your own company

    Posted 09-15-2020 17:46
    Got it!

    Ashton

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    AL
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