Signal VoC Blog

With more companies than ever competing on customer experience, many companies are investing in dedicated CX teams. With so many different functions orbiting the customer experience, there’s some debate about what internal resources and expertise should become the launchpad for new CX functions. In Usersnap’s 2020 State of Customer Experience report, 60% of B2B respondents and 67% of B2C respondents said that the Support function has the greatest investment in CX. 

46% of Customer Success teams use health scores to forecast churn and renewals (CSM Practice). But health scores are only as good as what you put into them and the actions that they’re able to drive. We recently hosted Kristi Faltorusso, VP of Customer Success at ClientSuccess, and Founder of CS Real Simple, for a session to unpack what makes a high-performing health score. Kristi defines health scores as a metric-based scoring mechanism used to predict customer behaviors. Health scores represent “your organizational DNA. They describe what makes your customers unique in how they behave in ways that support your team’s ability to intervene appropriately.” Here are our top three takeaways from the session:

“Surprises are great for birthdays, but not when you’re running a SaaS business.”

“I spent years hearing customers telling us exactly what we need to know, but that was overlooked because we didn’t have a process to capture it.”

Last week we welcomed Kristi Faltorusso, VP of Customer Success at Intellishift, as our speaker for Signal VoC’s inaugural Member Spotlight event.