Data driven interventions are key to proactive management of customers. For many in CS, Health Scores are the basis of their interventions. Building a health score is therefore a key activity.
To help CS leaders, I have built a simple workbook to guide you through the process. You can download a copy here.
Please use comments if you have any questions.
Success plans set out how a company guides the customer to the value/ROI they purchased your software for. They are therefore at the core of customer success: the means by which SaaS Customer Success deliver on their purpose.
Having built and reviewed success plans for a range of companies, I have developed a maturity model to help B2B SaaS companies assess their success plans and develop actions to improve them. The model was originally developed as part of a project for the Customer Success Network – a European online group for CS really worth joining.
Feel free to download the Success Plan Maturity Model.