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      Customer health status

      All software customers are classified according to a 4 colour code to describe their current health level

      To ensure a low churn rate and maximise customer satisfaction on software, Customer Success Managers have to be in regular contact with their portfolio customers. Our aim is to be in control and clearly know each customer's current lifecycle status. To support this we use a health indicator in our CRM that needs to be kept updated manually. The health status uses 4 colours:

       

      Status

      Definition

      Examples

      Next Step




      Black

      Customer has churned

      Customer will churn end of their subscription period

      Customer did not extend their software subscription

      Given a final written confirmation, they will not extend their subscription end of period

      Together with your manager, make an action plan on how to potentially change their mind. 

      If action plan efforts were unsuccessful, be professional and make sure we make a proper off-boarding and deletion according to GDPR


      Red

      Customer has indicated dissatisfaction with our Service or Platform

      Annoyed with some features on the platform

      Translation Quality issues

      Together with your manager, make an action plan for how to solve this.

      HIGHEST PRIORITY


      Yellow


      Customer is just OK

      Neutral towards software platform

      Not giving an indication on whether they are happy or not

      The responsible CSM needs to understand why they are just OK. What does it take to move them to Green.





      Green




      Customer is Happy / Advocate

      The customer and its users have expressed positive feedback towards the software platform

      Could we use them as a reference case?

      Send them a link to leave a rating on G2. 

       

      The CSM checks in with the customer monthly to ensure we're up-to-date on their current health status. This also ensure:

      1. Minimising churn - by frequently being in contact with our customers, we know exactly the customer satisfaction and how we can ensure extension of their subscription.  
      2. Personal connection - Sales is all about People to People. Every CSM needs to have a personal relationship with their customers, understanding they are in charge of them and here to help. 
      3. Up sales - With regular contact, we also understand where our customers are heading; New Markets, More Volume, are we implemented across departments / countries etc.