How does the health scoring work?
Health scoring is based on conditions you chose: usage frequency, custom attributes and custom events. We suggest you schedule a meeting with your Customer Success Managers to define the more accurate health scoring model for your company and product.
1/ What defines a customer in Good health?
Apply the conditions that define a customer in good health. All customer meeting these conditions will be considered in good health. The default conditions are: customers that did more than 4 active days in the last 14 days.
2/ What defines a customer in Bad health?
Apply the conditions that define a customer in bad health. All customer meeting these conditions will be considered in bad health. The default conditions are: customers that did 0 active days in the last 14 days.
All customers that are neither good nor bad will be considered in Average health.
Defining multiple health scoring for each lifecycle stage
You may want to score customers in trial period differently from customers in Enterprise plan. With Salesmachine, you can define a different health scoring for each lifecycle stage.
1/ Create your stages
We recommend to create a stage for every major customer category (Examples: Onboarding, Trial, Paying, Pre-Renewals). If you need to identify specific customer behavior, we suggest to use Segments.
2/ Apply conditions for each stage
All customers meeting these conditions will be in the stage.
- If a customer meets the conditions of more than one stage, he will be in the latest stage in the list (stages are built with a funnel mechanism).
- If a customer doesn’t meet any stage conditions, he will be in the stage by default (the first one).
3/ Define health scoring
Define Good and Bad conditions for each stage.
The different stages and health show up on Salesmachine’s home and each individual customer profile.