Best Practice Report

The Forrester Customer Health Scorecard Deployment Process

Lisa Nakano
Jan 07, 2019

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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