The Forrester Customer Health Scorecard Deployment Process

January 7th, 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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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.