An RYG health scoring system provides a visual representation of the overall health and satisfaction levels of our customerbase.
The adoption of RYG customer health scoring provides several key benefits to our organization:
- Serves as an early warning system for potential churn risk. It allows us to identify at-risk customers proactively and intervene before issues escalate.
- Enables us to prioritize our customer success efforts more effectively. We can focus our resources on addressing the needs of at-risk and yellow accounts, while also celebrating and nurturing our green accounts.
- Fosters alignment and collaboration across departments by providing a common language for discussing customer health.
LOGGING HEALTH SCORES
NOTE: This is a temporary spot for recording health, until we fully utilize Hubspot health scoring capabilities
- On Company record in HS: Scroll down to Customer Tiering and Dat on the left side of screen --> click dropdown arrow to change Health sentiment under Health RYG --> click Save
- Each month, prior to the Monthly Operating Review (MOR), be sure to update Health and Health Score Summary (the summary explains why you have selected Green/Yellow/Red).
- I have created an Outlook reminder each month on the Friday prior to these meetings
WELLNESS PLANS
For customers identified as being in the red or yellow categories, we will use a structured approach to developing wellness plans aimed at retaining their business and restoring their satisfaction levels. Wellness plans involve cross-functional collaboration between customer success, sales, support, and product teams to address the root causes of dissatisfaction and implement targeted interventions to improve the customer experience. They will include root cause analysis, action plans, assigned responsibilities, timeline/milestones, and success criteria to ensure effectiveness.
- If the customer is Yellow or Red, fill out the Retention Plan in Hubspot.
- In Hubspot: Open the company record --> Select the Notes section (Activities tab) --> Click Create Note
- Type “#CSM” and select CSM Customer Retention Plan
- The Org Name, CSM, Health, and Health Summary will automatically populate
- Create Tasks based on Action Items discussed
- Tasks section of Activities tab, click Create Task
- Update Activity Date, Reminder and Notes
- Tasks will show up in the Customer Success workspace of Hubspot
Red
Definition:
A customer experiencing significant challenges or dissatisfaction with iDonate product or services. They may be encountering issues, facing obstacles to achieving their desired outcomes, or expressing dissatisfaction with their overall experience.
Indicators:
Low product usage or adoption, low to no donation volume, high volume of support requests, negative feedback or reviews, “radio silence” or decreased interaction with CSM, change in customer key stakeholders or decision-makers, mention of competitor features or evaluation, missed milestones or goals, late or missed payments.
Actions:
- Immediate intervention: Contact the customer to understand their concerns and address issues promptly.
- Escalation: Involve relevant teams or stakeholders to resolve critical issues and prevent churn, including Finance for reforecast investigation.
- Recovery Planning: Develop and implement personalized recovery plan aimed at addressing the root causes of dissatisfaction and restoring customer confidence.
- Regular Follow-Up: Maintain regular communication and follow-up to monitor progress, address ongoing issues, and ensure that their needs are being met.
Yellow
Definition:
A customer experiencing some concerns or issues that require attention but may not yet be at a critical or urgent level. There may be areas where improvement is needed to enhance the customer's experience and ensure their long-term success.
Indicators:
Inconsistent product usage or adoption, occasional support requests, mixed feedback or reviews, or progress towards goals that is slower than expected.
Actions:
- Check-in: Reach out to the customer to assess their satisfaction and address any concerns or issues they may be facing but not actively sharing.
- Needs Assessment: Conduct a thorough needs assessment to identify areas where iDonate may not be meeting the customer's expectations and develop action plans to improve satisfaction.
- Education and Training: Offer additional education, training, or resources to help customers maximize the value of the iDonate and overcome any obstacles they may be facing.
Green
Definition:
A customer that is generally satisfied and successful in their use of iDonate. They are achieving their desired outcomes, experiencing value from the solution, and demonstrating a positive overall experience.
Indicators:
Consistent and high product usage or adoption, minimal support requests, positive feedback or reviews, and attainment of milestones or goals.
Actions:
- Relationship Building: Maintain regular communication to strengthen the relationship and identify opportunities for further collaboration or expansion.
- Value Reinforcement: Continue to demonstrate the value of the product or service, share best practices, and offer additional resources to enhance the customer's experience.
- Celebrate Success: Recognize and appreciate the customer's loyalty, engagement, and positive feedback. Engage customers in advocacy programs, referrals, case studies, or testimonials to showcase their success and promote brand loyalty.