Yellow is the new Red (or is it?) -- How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard?
I'm hoping to compare our setup with others.
Our grading scheme:
Our measures and weights:
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
"Customer Relationship" is a manual score from the CSM
"Multi-Metric Danger" turns red if 3 or more other metrics are yellow or red
The logic there is that, if a customer is Yellow on several metrics, then that doesn't mean that they're the Yellowest customer ever. Instead, it means, "Holy crap, this customer is struggling on several different fronts at once."
Seth's rubric is solid. Some general guidance that might help further:
But you can also structure rules that don't require this step - it's all dependent on the logic you build and the types of data you are analyzing.
It might be helpful to discuss this question with your Gainsight CSM as they can provide some more specific guidance and/or open a request via support for a Customer Success Architect (CSA) that can review your configuration with you in even greater detail.