What does the Customer Health Score summarize?

The Customer Health Score is a valuable metric that provides a comprehensive summary of a customer's overall health and engagement with a product or service. This score is derived from various data points, reflecting the customer's success at any given moment. It incorporates factors such as product usage, support interactions, feedback, and renewal likelihood, all of which illustrate how well a customer is achieving their intended outcomes with the product.

This holistic view allows Customer Success Managers to identify at-risk accounts, understand customer needs, and take proactive measures to enhance the customer experience. The focus on summarizing customer data ensures that the score is relevant for assessing current performance rather than relying on historical feedback or sales metrics, which would not provide a complete picture of the customer’s status in relation to their goals.