Customer Health Score: Lessons Learned and How to Roll Your Own

Session Abstract

Customer health is something every company should care deeply about. Healthy customers are more likely to renew, tend to have higher annually recurring revenue (ARR), and may be more likely to recommend your company to friends or colleagues. So for something this important, how can you know who your healthy customers are or perhaps more importantly who your unhealthy customers are?

At Rapid7 we embarked on our customer health score journey over two years ago to give Customer Success better visibility into health to drive success outcomes and enable them with playbooks to better prioritize their time with customers to optimally grow their book of business.

We recently launched Customer Health Score v3 and we have learned a lot along the way. During this talk i’ll share Rapid7’s journey developing a strategic cross-functional Customer Health program, insights, and some potential pitfalls to avoid. I’ll also detail the evolution of our health score model across product adoption (Pendo), Support experience, and purchasing behavior and how we incorporate customer success manager input to account for externalities we can’t yet model in the health score.


Learning Objectives:

Who should participate in the development of a customer health score?
What are the criteria for success with a customer health score?
What are some danger areas should you avoid?
What should you incorporate (at minimum) to map the customer experience?
How can you make a customer health score a useful tool to grow your business?