Today’s professional services organization (PSO) landscape is changing—employees are harder to recruit and retain, a globalized marketplace increases competition for clients, clients want more for less, and management can no longer afford to be focused on short-term firefighting instead of long-term strategy.
As a result, PSOs are shifting from a project-focus to a customer-focus, with an increased emphasis on ensuring client satisfaction throughout the entire lifecycle of a project. This means keeping customers happy from the time the sale is made, right through until project completion and go-live.
But how do you know if your client is truly satisfied with the entire service delivery process? One way services organizations today are staying on top of customer satisfaction, is by using customer health check statuses throughout a project’s lifecycle, in order to monitor customer sentiment and feedback at every step along the way.
What is a Customer Health Check Status?
A Customer Health Check Status is a means of assessing the health of a project in terms of meeting customer expectations, staying on budget, achieving project milestones and timelines, etc.
Most companies will track customer health check statuses using customer health scores. While every company calculates theirs differently, the important thing is to have a health score methodology that helps your company align your customer success processes with the outcomes you’re trying to drive with your customer base. However, if you’re not using a health score calculation method that uses predictive analytics, you’re falling behind many customer success pacesetters.
Why is a Customer Health Check Status important?
While there are many reasons a PSO may wish to track customer health, TSIA typically views 3 use cases for health check statuses:
1. Predict Customer Churn
Helpful categories to look at here can range from detailed product adoption analytics, such as knowing how many times a customer is logging into your application, or even the process it takes to complete a task. You could also have extremely high-level categories, such as a report of how many times a customer has attended an education session or has consumed some kind of formal training.
Knowing these key metrics can help you predict if a customer is likely to continue adopting your product or service and renew with your organization in the future.
2. Predict Expansion
It is just as important to know when your customers need more help, and there is nothing wrong with selling them more technology and services during their journey toward accomplishing their desired outcome. Like a good doctor, organizations focused around Customer Success should think about prescribing the next logical step in their customer’s journey with the goal of achieving progress and ultimately some success against a quantifiable and measurable business outcome. In some cases, this would require additional technology and services from either your company, or another third party.
The question is, do you know when it’s the right time to do this, and do you have the predictive ability to do so? Customer Health Check Statuses can help with this.
3. Predict Your Customer’s Business Outcomes And Use Their Feedback To Improve
The next logical step in the customer success continuum will be to use predictive analytics and feedback methodology to dynamically engage with your customers along their journey. As their organization adopts your product or service, monitor their feedback and suggestions along the way and use the information they provide you as a way to improve and help their business achieve greater success in the future.
PSA Tools and Customer Health Check Statuses
In order to easily monitor customer health scores, more and more services organizations are selecting Professional Services Automation (PSA) tools with customer health check statuses built into the functionality of the platform.
For example, Klient PSA offers the ability to create and deliver project and customer surveys including NPS, CSAT, or free-form surveys to analyze client feedback and sentiment, learn from project engagements, and help build long-term customer advocacy to increase retention and expand selling.
It also offers health check statuses throughout the project so that project managers and customers can visually see if a project is on track. Plus, with customer and partner communities, Klient PSA users can easily collaborate and engage directly with customers and partners for project success. This includes the ability to share project status information, work directly on projects and tasks, enable partner time & expense entry, share client invoices and more.
By increasing communication between the customer and the services delivery team, and by offering opportunity for customer feedback at every stage of a project, services teams can ensure they are meeting customer expectations throughout the entire lifecycle of a project and fostering strong customer health scores.
How Customer Health Check Statuses can Ultimately Improve Services Delivery
By listening to feedback from customers and identifying areas where things didn’t go as planned, or where projects were misaligned with customer expectations, services organizations can adjust and make improvements for the future.
A strong customer-centric PSA tool can support this by offering integrated customer feedback to ensure the project team understands how the customer is feeling and can take action if the client is unhappy at any point throughout the project. Plus, forecasting and reporting functionality in a customer-centric PSA allows for informed decision-making that will empower management to develop a business strategy that will keep customers satisfied for years to come.