Retaining customers is becoming difficult for software providers. In a recent Gartner Digital Markets’ survey on software buying trends,* 75% of businesses said they evaluate alternatives before renewing a technology contract, while only 4% do not.
While there is no guarantee when it comes to software renewals, SaaS marketers need to plan for better strategies to retarget customers with the right communication and campaigns. Keeping track of customer health scores can help businesses determine whether a customer is likely to continue doing business with them or if they’re at risk of churn and may need more attention.
In this article, we discuss why measuring your customer health score (CHS) is a good practice, which factors contribute to it, and tips for how to improve it.