Scorecard Module

Introduction to Scorecard

 

The success of your business relies on the health of your customers, and the question now is how to ensure if the customer is healthy or not? Gainsight answers this question with Customer Success Scorecard. Gainsight Scorecards allow companies to easily see customer account health at a glance with visual, color-coded scores and grades.


Scorecards uses advanced data analytics to combine objective elements such as product usage and customer survey scores, with subjective elements – such as executive relationships and reference-ability – to deliver a holistic health score for each customer account.

Let us learn more about Scorecard in this module.

 

Scorecard Module

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.

scorecards.png
  • 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.

Why Scorecard?

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.

 



https://player.vimeo.com/video/93387615

Choose the most appropriate answer

Gainsight Scorecards allow companies to easily see   at a glance with visual, color-coded scores and grades.  Scorecards uses  to combine objective elements such as product usage and customer survey scores, with subjective elements – such as executive relationships and reference-ability – to deliver a holistic  for each customer account. 

Match the items in the left column with the answers in the right column.

  • Scorecard
    allow companies to easily see customer account health at a glance
  • Scorecards uses
    advanced data analytics
  • Scorecards empowers
    users to quickly identify the at-risk accounts from the healthy ones

Quantifying Scoring in Scorecard

Quantifying Scoring in Scorecard

Grading Scheme

 

Gainsight supports three schemes to score customers.

The first one is Numeric, that is from 0 - 100.  

  Users can choose whichever works best for their unique measurement needs.

scorecards - grading 1.png

Grading Scheme

Grading Scheme

 

Gainsight supports three schemes to score customers. The second one is Grading from

(A through F).

 

This scheme uses 6 different grades, A to F, by default.  You can, however, change

the number of levels used in the grades by using the '+' and '-' icons.  

The grade level can also be updated by overwriting the grade in the grade level column.

 

Users can choose whichever works best for their unique measurement needs.

scorecards - grading 2.png

Grading Scheme

 

Gainsight supports three schemes to score customers. The third one is Color scheme.

(A through F).

This scheme uses 3 colors by default (Red, Yellow and Green).  \

You can introduce additional levels or modify the existing levels as needed by

clicking the "+' or '-' button.  Additionally, the colors can be changed by clicking

on the color swatch you'd like to alter.


Users can choose whichever works best for their unique measurement needs.

scorecards - grading 3.png

 

 

Grading Methods

Group Metrics

 

Users can add as many subjective (e.g., executive relationship) and objective (e.g., aggregate user logins, survey scores) metrics as needed to create the right score, and group them together based on their type–relationship, product usage, customer segment, etc.

scorecards - group metrics 1.png

scorecard - group metrics 2.png

 

Weights to Assign Importance  

 

Assigning weights to each metric allows Gainsight to roll up the impact of individual scores into an overall customer health scorecard. This process helps users think about the relative importance of each metric.

scorecard - assign weights 1.png

 

Customer Scoring

 

Both individual metric scores and overall customer health scores are available from within Gainsight’s Customer360, which provides an integrated view of customer health across product/service usage, contract information, support activity, billing history, survey responses, reference and engagement data and more. Users can also compare these scores across their customer base to see where customers stand overall, and on each individual metric.

Customer_360_Scorecard_FP.png

 

4 CTA task types available out-of-the-box in Gainsight

  • Numeric
    0 - 100
  • Grading
    A through F
  • Color
    Red, Yellow and Green
  • Weight
    relative importance of each metric

Decide if the following statements are true or false

  • Grading scheme uses 6 different grades, A to F, by default.
  • Color grading scheme uses 4 colors by default - Red, Yellow, Green and Blue.
  • Health scores do not integrate with Gainsight’s workflow and you cannot take actions on the customers that are at-risk.
  • Assigning weights to each metric allows Gainsight to roll up the impact of individual scores into an overall customer health scorecard.
  • 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.

Which of these screenshots talk about numeric grading view?

Details of Scoring Methods

Details of Scoring Methods

Gainsight offers four scoring methods to support a comprehensive scorecard that considers the full picture of customer health. Each method of scoring is suited to different types of data for different use cases. 

 
  • Manual Scoring

  • Rules Based Scoring

  • Smart Scores

  • Predictive Scoring

 

Manual Scoring

Manual scoring is most applicable when you are trying to measure something subjective in nature. The CSM inputs their assessment of this relationship based on the frequency, quality and tone of their interactions with the Sponsor. Manual scorecard measures can be edited inline by the CSM team.

When to Use The scorecard measure represents a subjective assessment by a person
Example Use Case Represent the CSM’s assessment of the relationship with the Sponsor of your product
How it should be updated The CSM should manually update the score by clicking the Scorecard score and using the inline slider on a regular cadence (weekly would be recommended).

 

Rules Based Scoring

Rules Based Scoring can be used to measure a signal based on certain conditions of your data. In Gainsight, we populate our data driven scorecard measures based on the existence of any outstanding CTAs. For example, the Support Score will be ‘Red’ if there is an Open Support CTA and the CTA has been flagged by a CSM. If there is a CTA but no flag, the Support Score is set to ‘Yellow’. If there are no open Support CTAs, the Support Score will be ‘Green’. Another popular (and simple) example is if there have been zero logins to your product in the past two weeks, set your Engagement Score to ‘Red’. For all Rules Based Scoring, you can use Gainsight’s Rules Engine to build and schedule your rules.

 

When to Use The scorecard measure is based on qualifying data for certain criteria
Example Use Case If a customer has zero logins in the past two weeks, set their Engagement Score to ‘Red’
How it should be updated The score should be updated weekly by the Rules Engine

 

Smart Scores

Smart Scores is Gainsight’s in-product ‘data-science’. Using Smart Scores, you can point to one or more underlying metrics in the Gainsight Usage object to auto derive a score. Smart Scores are ideal if you want to automate the creation of scores based on product usage but aren’t sure what the right thresholds are (i.e., how many page views would be considered ‘Green’?). It’s a great way to incorporate transparent, proven, mathematical methods into your health score. At Gainsight, we don’t believe in magic black boxes; Smart Scores autorank customers on a forced distribution curve for the chosen underlying metrics. These scores are then updated on a scheduled basis similar to rules, but the key difference is that the appropriate scores are automatically determined. You can set up Smart Scores from the Scorecards tab under Administration.

When to Use You have identified the important usage measures for your scorecard but aren’t sure how to determine what thresholds should be ‘Red’, ‘Green’ or ‘Yellow’
Example Use Case Emails Sent, Total Leads and Session Count comprise the Engagement Score and the SmartScore determines how these measures translate to the Health Score.
How it should be updated Scheduled for update in accordance with your data frequency (i.e., I have weekly data, I will schedule for update every week).

 

Predictive Scoring

Predictive Scoring is the result of a full-blown, customized data-science study and is well-suited for customers who know they have the data but aren’t sure how to use it. The result is a health score that will predict a desired customer outcome based on historical data. Most commonly, this type of scoring is used to predict churn (what we all want!). We provide Predictive Scoring as a separate data-science offering because we recognize how in-depth, thorough and meaningful a data-science project can be for our customers. Our data science team will look at your historical data, build a custom model, train the model, test the model and finally deliver scores that you can use in Gainsight. These scores are then fed into the Scorecard and can be used like any of the above 3 types of scores to trigger CTAs. The key requirement for Predictive Scoring is that you have enough historical data on both healthy and churned customers. 

When to Use You can use when you are not sure where to begin to formulate the scorecard but have a lot of data available to you.
Example Use Case You can use this when you want a score to represent the product usage in correspondence with their likelihood to churn.

 

State whether the following statement is either True or False.

  • Manual scoring is most applicable when you are trying to measure something subjective in nature.
  • Rules Based Scoring can be used to measure multiple metrics based on certain conditions of your data.
  • Using Smart Scores, you can point to one or more underlying metrics in the Gainsight Usage object to auto derive a score.
  • The key requirement for Predictive Scoring is that you have enough historical data on both healthy and churned customers.

Demo and Recap on Scorecard

Demo and Recap on Scorecard (5 minutes)

A 5 minute quick recap demo on Scorecard

 

In this video, you will learn more about Scorecard and its key objects. You will also remember many things that you learnt about Scorecard till now. 

Click the icon to view the video.

scorecards-screenshot of youtube.PNG


https://www.youtube.com/watch?v=qkcngmslVy0&feature=youtu.be