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)
We also have an Advanced Outreach that sends an implementation survey once the Implementation Manager has sent the project close-out email from GS.
We had a detailed presentation on this at Pulse which you can find here:
Search for: The Services & Support Experience Elements: Delivering Excellence
We’re considering a similar approach here, but I’m concerned on whether the Onboarding/Implementation scorecard data would still be available to view after the account changes scorecards.
Want to chime in as well :)
When starting out, keep it super simple - only a few Measures/Groups. Try and stay with as much automation as you can, just help curb the possible inflated manual measures.
At a former company, for the Sentiment - we created a Timeline Type, with a custom layout. And the CSMs would write in their notes regarding the customer and had a few items they could select to help us identify the sentiment. We used that Type to help run our Sentiment rule - but did give the CSMs the ability to override it.
Using %’s has also greatly helped when assigning Scores to Measures. We recently moved from flat numbers to %’s for one of our measures and it’s been a huge improvement, and better indications.
Below were some of our base metrics when we re-launched our Healthscore [Moved from Company Only, to Company/Relationship Healthscore]:
Then depending on your grading scale - you set the ranges for the measures. The contact managment only utlized 3 of the grading scales though.
If I’m not mistaken, you could create a rule that rights the final overal score of the implimentation to the new Scorecard without a weight associated to it as well.
I can’t remever there is a drop down though on the C360 that allows you to swap views though :/ If not, you could add the previous scorecard information to a Gainsight Home layout.
Would love to see what others have done too!