Best Practice Report

The Forrester Customer Health Scorecard Deployment Process

January 7th, 2019


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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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.