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Totango Blog: Your Guide to Managing the Customer Journey

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Building Out a Comprehensive Health Score

Part of the Customer Success Summit On-Demand Series

Defining your customer health is one of the first activities that every Customer Success organization must do, but it is also one that is never really complete. Every time a customer churns or renews it can provide you with new data points that can help you refine your health score, but only if you’re listening. Determining the right data for your customer health score and implementing the right technology to collect it is paramount to being successful.

Sam Smith, Director of Customer Success at BrightTALK, teamed up with Matt Eastling, Solution Architect at Totango, to talk about how BrightTALK has built out a comprehensive health score that enabled them to increase efficiency and visibility across the company. In their session at Customer Success Summit, Sam described the process as “less of a journey and more of an adventure” and highlighted the key steps required to optimize your customer health score.

Watch the full session from Customer Success Summit.

Key Takeaways from the BrightTALK journey

Get buy-in from the top

This is actually imperative for any Customer Success initiative to be truly successful. If your top brass doesn’t see value and share the vision for how Customer Success can help transform your organization then you will have a hard time pushing through the changes that need to take place. Getting this buy-in before you embark on a major revamp of your customer health model will save you from a lot of headaches down the line.

Choose the right technology

Your process and technology layer should reflect how your clients find value from your offering. This means mapping out exactly what the customer journey is and knowing where there are gaps in the data you have access to. There is some information that may still require your Customer Success team to reach out directly but much of what you need comes directly from their use of your product. Putting in the right technology that can not only collect but also help you analyze this data will make you far more productive and efficient when driving customer value.

Data, data, data, and more data

Building a health model becomes much easier when the other pieces are in place. At the start of their journey, BrightTALK made some assumptions about customer health but found that their score really wasn’t all that optimized. By building in more sensors and data collections points they were able to create a model that had real indicators of success and failure so they could more proactively manage their customers.

See all of the sessions from Customer Success Summit here: www.customersuccesssummit.com

Amanda Saunders

I'm the Customer and Content Marketing Manager at Totango. I work with Customer Success heroes to help tell stories and share best practices that can be leveraged by others in our community. Previously, I worked at Citrix helping customer find new ways to work and live better.

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