Your company’s B2B brand strategy should include understanding the strength of your customer relationships. It’s part of a successful product launch and overall brand strategy. A customer health score is an effective way to break down the complexities of customer relationships into easy-to-understand and trackable metrics that are relevant to your industry and your company.
Everyone involved in delivering the customer experience, from product design to marketing to sales to customer service, will benefit from knowing what drives your successful relationships, where you are strong, and what areas you can improve. You will be able to see patterns, spot trends early, identify your most profitable customers, and more. You can then use these insights to guide how you will improve customer engagement for optimal customer success.
That is why it is important to run customer health checks on a regular basis for your overall brand health and a healthy bottom-line.
Research is at the heart of creating your customer health score. Setting a customer health check starts with defining your customers, selecting your metrics, choosing your research methodologies, and finally, designing your analytics dashboard.
The specific metrics that go into your customer success health score should be customized to your business. Not every possible metric will make sense for every company. Some metrics will be more useful than others. The important thing is to select those metrics that best measure what drives healthy long-term customer relationships. Create benchmarks and targets so you can compare results to an average and progress toward a goal. Here are common customer health metric questions:
Why and how do brands assess and report on brand health? Learn more strategic reporting analysis and metrics to get the most accurate data.
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