Best Practice Report

Customer Health Scorecard Calculations

January 1st, 2018
Lisa Nakano, null
Lisa Nakano


Editor’s note: This is the third in a series of reports on customer health scorecards.

A customer health scorecard combines information about a customer account, allowing the customer success team to detect issues with customers as they occur and set priorities for strengthening customer relationships. The organization can then roll up customer health scorecard data to present an aggregated view of account health across segments and geographies. In this report, we explain how to calculate customer health scores using key metrics gathered across the business.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.