how to build a customer health score

How to Build a Customer Health Score

David Lahey, Jobvite Hatim Shafique, AppDynamics

Pat Kelly, Brainshark

Pat Kelly

Director, Customer Experience

Cloud-based Presentation Solutions

Pat Kelly

Director, Customer Experience

Cloud-based Presentation Solutions

Agenda

Brainshark CX Overview Customer Adoption Score Today Our Next Steps Lessons Learned

CX Overview

Satisfaction Surveys

CX

Renewals – Expansion – Referral

Sharksight

(((((Executives – Marketing – Sales – Finance - Support Implementation – Professional

Services – CEM

Customer Adoption Score (CAS)What is in the number?

Application

Adoption

Resource Adoption

CEM Assessme

nt

Customer Adoption Score (CAS)What is in the number?

Application

Adoption

Resource Adoption

CEM Assessme

nt

What is Next?Build – Assess – Modify – Measure -------- Repeat

Application

Adoption

Resource Adoption

CEM Assessme

ntSatisfaction Score

NPS

Lessons Learned

Technology is your friend Clean data is good data Executive sponsorship B.A.M.Me.R.

Pat Kelly

Director, Customer Experience

pkelly@Brainshark.com

@pkelly38

Thank You

David LaheyJobvite

VP Customer Success

Jobvite is the leading recruiting platform for the social web. Today's fastest-growing companies use applicant tracking, recruiter CRM and social recruiting software solutions from Jobvite to target the right talent and build the best teams. Jobvite is a complete, modular Software-as-a-Service (SaaS) platform which can optimize the speed, cost-effectiveness and ease of recruiting for any company. For more information, visit www.jobvite.com. 

Building a Customer Health Score

• Determine and internaily socialize what a

good and bad score look like.

• Consider differentiation by revenue

segment.

• Your internal view of customer health may

not match your customer’s view.

• Remember scores will vary based on

position within customer journey.

• Good health and high usage are two

separate metrics.

Q & A