We're currently exploring the idea of creating a Scorecard 2.0 to measure and track client health during the implementation stage of our customer lifecycle. Once a client has been fully implemented, we would then move them over to our standard client scorecard.
Does anyone have any suggestions or best practices for the types of metrics we should consider using? Here are a couple metrics that come to mind:
- CSM/IM Sentiment (manually set)
- Overdue? (determined by implementation playbook)
- Number of overdue tasks (determined by implementation playbook)
- Delivery Issues (timeline activities)