Understanding Health Status and Happiness Level in GoCSM

GoCSM offers two crucial metrics to help you gauge the overall state of your customer relationships: Health Status and Happiness Level. This article explains both concepts, how they're determined, and how they work together to provide a comprehensive view of your customer base.

What is Health Status? 

Health Status in GoCSM reflects the financial health of your customer's company. It's a measure of how well the company is doing from a business perspective.

How Health Status Works:
Manually set by Customer Success Managers (CSMs)

• Options: Thriving, Healthy, Steady, and Struggling based on ongoing conversations and interactions with the customer
  
  

The Importance of Human Touch:

• CSMs can detect subtle cues that data alone might miss
• Regular check-ins provide insights beyond product usage
• Building relationships encourages customers to be more open
  
  

Automated Actions:

When you change status, GoCSM automatically triggers specific actions. For example, changing to "Struggling" might:

• Send a supportive email to the customer
• Create a high-priority task for your team

Happiness Level: The Power of Automation

What is Happiness Level?

Happiness Level reflects customer satisfaction with your product or service, based on direct user feedback.

How Happiness Level Works:

• Automated feedback requests are sent every 30 days
• Requires 'Request Feedback' toggle to be switched on in Health settings
  
  
  
• User ratings contribute to the overall company Happiness Level

The Power of Automation:

• Consistent, regular feedback collection
• Removes potential bias in feedback gathering
• Allows for tracking satisfaction trends over time

Importance of Happiness Level:

• Direct insight into product/service satisfaction
• Early identification of potential issues
• Highlights opportunities for case studies or referrals

Utilizing Happiness Level:

• Monitor trends over time
• Investigate sudden drops
• Identify product strengths from positive feedback
• Address negative feedback promptly

Combining Human Touch and Automation

Health Status: Overall business well-being (human-assessed)

Happiness Level: Product satisfaction (automatically gathered)

Interpreting Combined Insights:

High Health Status, Low Happiness Level:  Potential product issues despite overall business health

Low Health Status, High Happiness Level:  Product satisfaction amidst business challenges

High Health Status, High Happiness Level:  Ideal customers for case studies, referrals, or upselling

Low Health Status, Low Happiness Level:  Urgent attention is required to prevent churn

Balancing Human Touch and Automation:

By balancing the art of personal customer relationships with the science of data-driven insights, GoCSM empowers you to deliver customer success in a way that's both highly personalized and scalable.

Remember: In customer success, it's not about choosing between human touch or tech touch – it's about using both in harmony to create the best possible experience for your customers.