Customer Health Explained

Customer health score is a single metric that reflects the overall state of your relationship with your customers. It's a combined measure built from various key performance indicators (KPIs) that gauge customer satisfaction, engagement, and loyalty.

The specific data points and scoring system used for this metric can vary from company to company. However, the general goal is to categorize the relationship as "good," "at risk," or "poor."

A good customer health score signifies a strong and positive relationship. These customers are more likely to make repeat purchases, renew subscriptions, and recommend your brand or products to others.

An average score indicates an unstable relationship, vulnerable to churn. A poor score means the customer is only moderately satisfied and could easily be swayed by competitors.

By analyzing this score, companies can gain valuable insights into customer behavior and predict future actions. Consistent and thorough monitoring helps prevent customer loss and can even reveal opportunities for cross-selling or up-selling.

Read the full article on Customer Health Score by Bipasha Nath.