Article · 12 min read

Customer Health Score Explained: Metrics, Models and Tools

Gainsight Free Intermediate

The most complete breakdown of what goes into a health score: which four to six categories to weight, how to segment scores by journey stage, and the failure modes (too many metrics, too much subjective input).

  • Sample health score weighting: usage 40 percent, support trends 25 percent, sentiment 20 percent, executive engagement 15 percent.
  • Score bands used to triage accounts: 71 to 100 healthy, 31 to 70 at risk, 0 to 30 critical.
  • 78 percent of customers say personalisation makes them more likely to buy again (McKinsey, 2021).
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It answers 9 questions

  1. How do I build a customer health score that actually predicts churn?
  2. How do I spot which accounts are actually ready to expand?
  3. How do I run a QBR that the customer does not find a waste of time?
  4. My champion at a big account just left. What do I do?
  5. A big account has gone quiet and I think they are going to churn. What do I actually do?
  6. How do I forecast renewals so the number is actually believable?
  7. GitLab publishes its entire customer success handbook. What is worth copying?
  8. How do the best teams cover a long tail of customers without a CSM per account?
  9. What separates a best-in-class QBR from a status update?

Read with it

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  3. Nine chapters covering the QBR structure, the common mistakes (generic content, dwelling on the negative) and how to keep... Gainsight Article · 9 chapters The Essential Guide to Quarterly Business Reviews (QBRs) Gainsight
  4. A real public company's internal renewal process, published rather than described. You can copy the structure instead of... The GitLab Handbook Article · reference Customer Renewal Tracking The GitLab Handbook
  5. The Gainsight CEO on why CS should own an NDR number rather than just a churn number, including the idea of giving every CSM... Gainsight Article · 8 min read 8 Things I Learned from Dave Kellogg About Net Dollar Retention Nick Mehta
  6. The single most common cause of a surprise churn, handled step by step, including the 48 hour window for reaching the new... ChurnZero Article · 9 min read Did your customer champion leave? Use this five-step playbook to reduce churn risk Emily Nesterick
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