Health Score
Health Score
This is a composite metric to determine the likelihood of a customer to renew, expand or churn. This insight is built with weighted data from NPS responses, support ticket log/activity, product usage, CS engagement and contract information.
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THE TRUTH: Health score is a measure of activity and not value. Your customer can be logging in, yet will be looking for a replacement because the product has not delivered on its promise.
Note that activity is easy to count and measure. But impact requires extra attention and effort to deliver.
Note that activity is easy to count and measure. But impact requires extra attention and effort to deliver.