Let's review the steps you can take
Based on your scoring system, you can identify customers who are at risk of churning and take steps to make them happy and keep them loyal to your business. Your internal teams can use this system to identify behaviors and patterns across your customer base so that you can be proactive when the health of a customer begins to fall. On the flip side, customer health scores also help you pinpoint your biggest promoters. And that means you can leverage your high scorers to share reviews about your products and services and champion your business to prospective customers. Convinced but not sure where to start? to measure customer health at your company. How to Calculate Customer Health Score As shown in the image below, there are five key steps to calculate customer health score.Customer Health Score Let's review each step below. . Define customer health. The first Phone Number List step is to establish a goal for your customer health score. Will it alert you to churn? Will you use it to assess the strength of your customer loyalty program? Or, will you leverage it for something else entirely? You need to determine what your score will represent and how this metric will fit in with your greater customer success strategy. Once you have an understanding of how you'll use this score, you'll have a better idea of what type of behavior metrics you should be monitoring to accurately measure customer health.
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Select your predictive metrics. With your goals set, the next step is to select the metrics you'll use to evaluate customer health. These are typically customer behavior metrics that signal when a customer is going to perform a specific action. We listed a few of these metrics — like product usage or marketing engagement — in the section above. . Create a scoring system. The next step is to create a scoring system. For example, if a customer returns to your website five times in a week, that should add points to their overall score. If a customer submits negative feedback, that would reduce points from their score. The idea is to create a system that provides you with an overall score that summarizes the metrics you chose before.
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