Question

What's On Your Scorecard?

  • 1 March 2017
  • 3 replies
  • 35 views

Hello CS Superheroes!



We want to showcase the diverse use of Gainsight scorecards, and understand how they benefit your business. It'll be great source of learning for your peers, and also open up our eyes to new possibilities with scorecards.



In the spirit of the community, please share your favorite and most insightful scorecard you use on Gainsight.



Do include:


  • A high-quality screenshot of your scorecard (gray out confidential information like customer or employee names)
  • A quick summary (on how to read the scorecard, how it’s being used, and the business use case)
  • How is the score populated? (eg. Rules, Manually, etc.)
See Gainsight's most popular scorecard below in the first reply.



Excited to see what's on your scorecard!

3 replies

Here's a popular scorecard we use at Gainsight.



https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWeqtv03Cz-l93H5QMclenjE4W5Sc4ra1b_AzqsBOE5KwQ



Summary:



Risk Framework



We call this collection of Scorecards our “Risk Framework.” It’s our company-wide standard for evaluating the health of a customer. Each Scorecard has a designated executive who’s responsible for escalated risks in that category.



Some of the Scorecards are powered by CTAs, while others are based purely on data. For example, the Support Risk and Bugs Risk Scorecards are based on Support and Bug Risk CTAs that are triggered based on Zendesk Tickets. No CTAs = Green, the presence of a CTA = Yellow, and a flagged CTA = Red. Our Habits Scorecard, though, is entirely based on our customer’s usage data.



We track our Habits Scorecard very very closely, and even have part of CSM bonuses tied to Habits Scores for their customers.



Read more about our Risk Framework here - http://www.gainsight.com/customer-suc...



Scoring method



We use a combination of rules-based and predictive.
Userlevel 7
Badge +6
Hi Sudarshan,

You might be able to mine some good info on this front from this past post! 🙂
Thanks Seth!

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