By Phil Nanus, VP of customer success research, TSIA, www.tsia.com
In a column that originally appeared on the Inside Technology Services blog (blog.tsia.com), 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.