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The “Silver Bullet” to Customer Health Scoring

Posted on May 8, 2018 , by Steve Bernstein

Announcing our latest research-driven whitepaper:
The “Silver Bullet” to Customer Health Scoring

B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion. Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base. But because today’s popular CHS methods generally rely on sophisticated modeling that is unique to each business, most “Customer Success” practitioners have found such scores to be incomplete, misleading, and difficult to action.

Our 20+ years experience in B2B Customer Feedback & Engagement has identified a clear way to accelerate expansion bookings and reduce churn. It involves engaging the right people in the account with smart and insightful questions, repeatable processes, and managing expectations.

This paper includes a detailed case example from a company that has mastered this technique and profited immensely from the effort.  If you only have a few minutes, read the Case Example that immediately follows the introduction, then use the rest of the paper as a “cook book” to guide your processes to strengthen customer relationships and build smarter Customer Health Scores.

Download the paper at

By the way, you might also be interested in a related template for conducting Joint Success Planning (JSP) meetings with large/strategic accounts.  And on that note, let’s stop referring to these as QBRs/EBRs:  They should neither happen quarterly, nor should they be focused on backward looking reviews. Instead, we refer to these meetings as a JSP because the purpose should be to align expectations and establish joint priorities to achieve the necessary customer outcomes.