Lesson 22 · Customer success
Build a customer health score
Templates, rules and weights, preview and publish.
You’ll be able to
- Score every account automatically
- See at-risk customers first
- Know why each score dropped
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Transcript
A health score warns you when a customer starts to slip, while there's still time to help.
Here's where you'll end up. Every account gets a score out of a hundred. The ones at risk sit at the top, with the reasons beside them.
To build one, open Settings, then Data and mappings. Next to Health, lifecycles and CRM, click Configure. Then configure Health scores.
Click Create health score, and pick a template. Combined customer health mixes product usage, billing, and what customers say on calls.
The template fills in a name. Under Audience, choose who the score covers. All eligible records scores every company.
Under Sources, choose the evidence. Keep product usage, billing and BuildBetter signals on.
Under Rules and weights, each rule takes points off. This one takes off twenty when an account goes seven days without activity. Category weight sets how much each part counts.
Under Preview and publish, Preview score tests it on up to ten accounts. When it looks right, click Publish score. Active scores refresh every six hours.
Back on Health, click an account to see its score history and the risk factors behind it.
Next up, close the customer feedback loop.
