Designing & leveraging health scores in the customer lifecycle

A customer health score is a predictive metric used by SaaS businesses to indicate the likelihood of your customer leaving (churn), staying (retention), or growing (renewals) in your organization.

Finding the time and resources to fully engage with every customer at every stage can be a real struggle. As a CSM at Intercom, I understand the challenges that come with keeping customers engaged and satisfied, especially for startups and companies with limited resources.

What if we told you that a single individual customer could be worth over $10,000 to your business? In this article, we’ll show you how to shift focus to the big-picture relationship with customers rather than the individual sales – with an insightful metric called customer lifetime value (CLV).