Magazine Article | September 22, 2016

3 Steps To Determining Your Customer Health Score

Source: Field Technologies Magazine

By Phil Nanus, VP of customer success research, TSIA,

In a column that originally appeared on the Inside Technology Services blog (, we explored success criteria for measuring customer health.

Customer health scores are a great indicator of potential customer churn. It is important to have a health score methodology that helps your company align your customer success processes with the outcomes you’re trying to achieve with your customer base. However, if you’re not using a health score calculation method that uses predictive analytics, you’re falling behind many customer success pacesetters. I’m going to walk you through a three-step approach to calculating a customer health score that aligns with your customer success organization’s charter using predictive analytics.

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