“Customer Success looks different at every company.”
Everyone nods their heads in agreement, but then… why do most companies have the same generic health score in their CS platform? 👀
This tells us something BIG: many leaders aren’t crystal clear on what a “healthy” customer really looks like at their company. They’re flying blind—without the right data, unable to truly predict business impact, and when things go sideways, they blame the tech stack.
Here’s the reality: The tech is only as good as the insight behind it.
If you want a health score that actually drives retention and expansion, start here:
📊 Define YOUR Customer Health Signals: Go beyond usage. What signals matter most to your customers’ success with your product? Is it feature adoption? Operational efficiency? ROI? Map the milestones that are unique to your customer journey.
🧩 Leverage Cross-Functional Data: Customer health isn’t just a CS thing. Pull in data from Sales, Product, and Support to get a 360° view. If your health score isn’t cross-functional, you’re missing the full picture.
🔄 Evolve Constantly: A true health score isn’t set-and-forget. Your customer needs change, market dynamics shift, and so should your metrics. Schedule quarterly reviews to recalibrate and keep it relevant.
I'm currently working with my team to analyze all of the customers who RENEWED in the past 12 months to find behaviors and patterns that will help us establish our low watermark for each customer segment as we move into the new year.
This is something we've done for the past few years but this year we have access to even more data so I am pumped to measure the effectiveness as we move into 2025 - We will be able to see how this aligns with our forecast.
Building a health score that actually means something takes work. But a custom-built score is the difference between surviving and thriving in Customer Success.
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