Summary
The ability to identify risks and opportunities within customer accounts is critical to driving retention, growth, and advocacy. A B2B customer health scorecard provides a reliable, consistent view of key indicators within a customer account (i.e., the customer health score) and highlights issues and opportunities that may warrant further diagnosis. In this report, we identify use cases and provide a process for scoping, building, and deploying a customer health scorecard that drives actions to mitigate issues or exploit opportunities related to customer accounts.
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