The Customer Health Score aggregates engagement, satisfaction, and relationship metrics into a single figure, guiding Product Managers in identifying at-risk customers and growth opportunities. It enables proactive issue resolution, tailored engagement, and enhanced satisfaction, driving retention, loyalty, and business resilience.
Methodology:
- Define key health indicators,
- Assign weights to each indicator,
- Collect and aggregate data,
- Calculate individual and overall health scores,
- Segment customers by health score,
- Develop action plans,
- Monitor and update scores.
Benefits:
- Predictive insights for retention,
- Targeted account management,
- Strategic product and service improvement.
Limitations:
- Complexity in score calculation,
- Risk of over-reliance on quantitative data,
- Potential for misguided interventions.