Best Practice Report

Monitor Customers’ Vital Signs With Effective Health Scores

April 16th, 2024
Shari Srebnick, Principal Analyst
Shari Srebnick Principal Analyst
With contributors:
Dave Frankland , Amy Bills , Laura Ramos , Evan Megan , Shannon Colford

Summary

Organizations use customer health scores to understand customer behavior, proactively mitigate risk, and identify expansion opportunities. Yet many organizations collect a variety of ineffective health measurements that only serve to diminish, rather than enhance, the customer experience. This report outlines what to consider when building a viable customer health score that establishes the foundation to properly assess customer health.

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