What is Scorecard?
Health Scoring is one of the integral components of Customer management. Gainsight offers a flexible solution for tracking customer health across a variety of dimensions. Health scores integrate with Gainsight’s workflow for you to take actions on the customers that are at-risk.
Gainsight Scorecard use a data-driven methodology to take the mystery out of customer health and go beyond potential misleading assumptions. With simple and intuitive customization controls, Scorecards empower users to quickly identify the at-risk accounts from the healthy ones, standardize internal customer health reporting to their management team and board, benchmark customers by relative health score, and share a common view of customer health with their clients.
Gainsight offers the ability to create a variety of scorecard measures to drive the customer health scores.
Measure product usage, support engagement, company health and combine objective and subjective health scores.
Rules-based Scoring can be used to measure a signal based on certain patterns in your data, for example, If a customer has zero logins in the past two weeks, set their Engagement Score to 'Red'.
View health trends over time to dig deeper into customer health issues.
Scorecard follows a consistent, data-driven methodology and is integrated with Gainsight’s robust rules engine to automatically generate alerts when a significant score change happens.
Rankings leverage multiple data sources and assign weights based on importance and impact on customer health, taking the guesswork out of Customer Success scoring.
Through the advanced workflow, users are able to proactively act on these alerts to get a customer back to health or drive the purchase of more products and services.
Steps to ensure if a customer is healthy or not.
Step1: The CSMs can define a set of metrics which help them identify the Customer's health.
Step2: The CSMs can define a Scoring scheme - Numeric/Grading/Color ( each of which can be configured on a scale of 0-100 )
Step3: CSMs can then start scoring their customers on the scale defined in Step2 , for different metrics.
Step4: CSMs can then check the overall score of the customer and compare with other customers.
Overview of Scorecard
Overview of Scorecard
This 6 minute video shows how Gainsight allows you to track automatic and manually derived scores in a single location. Also demoed is how to use the customer analytics page to get a macro view of your data.
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Scorecardallow companies to easily see customer account health at a glance
Scorecards usesadvanced data analytics
Scorecards empowersusers to quickly identify the at-risk accounts from the healthy ones