You know those " How do I drive?" “Stickers you see on the cell phone number list back of 18-wheelers? The ones that give you a phone number to call if - for some ungodly reason - you want to criticize a truck driver you've never met? Scandalous. The cell phone number list people calling these phone numbers are the same people who get banned from their kids' football games for yelling at teenage referees. That's not to say feedback doesn't have a time and place. In fact, if you're part of a SaaS company's customer success team, regularly taking your cell phone number list customers' temperatures is an essential part of the job.
What is Customer Health Score?
If that sounds a little vague, it's because different companies care about different results. While Company A may want to predict the cell phone number list likelihood of a customer churn i.e. end the relationship, Company B may want to predict the likelihood of a cell phone number list customer upsell i.e. end the relationship. i.e. make an upgraded purchase. Of course, no law restricts your cell phone number list business to predicting only one outcome. The thing is , there is no one-size-fits-all, one-size-fits-all approach to client health scoring .
The Importance of Customer Health Ratings
It's not easy to succinctly summarize the cell phone number list importance of the Customer Health Score, but I'll try: When their needs are met and their expectations exceeded, your customers are the best marketers in the world . Think cell phone number list of a time when you experienced extraordinary customer service – from a SaaS company or otherwise. It made you want cell phone number list to shout about your love for this mountaintop business, right? Well, your customers are no different. The better the service you provide – bearing in mind that what constitutes “good service” varies from customer to customer – the cell phone number list more likely you are to catalyze positive word of mouth.
How to properly assess client health (in 5 steps)
At a high level, client health scoring is all about cell phone number list making informed predictions. This leaves us with a rather important question: how do you make these predictions? This is what we will discuss in this section of the article. At the cell phone number list risk of oversimplifying, here are the five basic steps involved in assessing client health. As a bonus, we'll include a best practice to accompany every step of the process.