Best Practice Report

How To Build A Viable B2B Customer Health Assessment

Health Assessments Help B2B CX Pros Link Customer Experience To Business Success

August 11th, 2021
With contributors:


Business-to-business (B2B) companies are embracing customer success management (CSM) to improve customer experience (CX). But how can they prove the efficacy of their efforts? Enter customer health assessments. These evaluations help CX, sales, and customer success leaders determine if the experience is helping clients achieve their business goals. This report helps CX pros build an initial customer health assessment and develop it over time.

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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.