At its most basic level of sophistication, a health score can give you the heads-up on at-risk customers, but only as the customer is already in the process of churning. You may be able to make a save, but it may be too late. In order to proactively deliver outcomes at scale, you need to evolve your health score into a predictive model. This isn't a beginner-level health scoring seminar. In this session, you'll learn how to uplevel your processes to ensure outcome delivery at a much higher rate.

1. 1
Sr. Director,
Global Client
Delight

2. 2
V+A+R = SUCCESS

3. 3
Health Scorecard
RELATIONSHIP
USAGE
PROPENSITY
BREADTH &
DEPTH

4. 4
VAR Health Scorecard

5. 5
VAR Health Scorecard
Relationship
• Contact Types
• CHI Score

6. 6
VAR Health Scorecard
Usage
• Platform
Data
• Pendo

7. 7
VAR Health Scorecard
Propensity
• Support
Tickets
• Enhancement
Requests

8. 8
VAR Health Scorecard
Breadth & Depth
• SKUs
• Services

9. 201
8

10. 10
THE DATA IS WRONG

11. 11
I DON’T WANNA

12. 12
IT’S OKAY