how to build a customer health score
DESCRIPTION
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Build a Customer Health Score - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Jobvite, BrainShark, AppDynamicsTRANSCRIPT
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
@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