Best Practice Report

The Customer Health Scorecard: Getting Started

January 1st, 2018
Lisa Nakano, null
Lisa Nakano
With contributor:


Customer health scorecards are a vital tool for a customer success function. They synthesize 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. Use the customer health scorecard to quickly identify and respond to issues that detract from customer relationships and loyalty. 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 define customer health and outline best practices for building customer health scorecards.

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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.