Executive Overview
CS Health is the early warning system for your Customer Success program. It tracks client experience, technology adoption, engagement, service quality, and alignment so you can see risks and opportunities before they appear. When managed well, Health turns raw data into a single, actionable view of every client relationship.
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What You’ll Learn
This download gives you the complete set of blueprints that make up CS Discipline 2: Health. These blueprints define how to measure, track, and act on the most important indicators of client success.
- Client Experience (CX): Feedback loops that show how clients feel about your relationship and signal when trust needs attention.
- Technology Adoption: Measures how effectively clients use the solutions you provide so outcomes are achieved, not just delivered.
- Engagement: Tracks participation in meetings, planning sessions, and strategic reviews to identify disengagement before it leads to risk.
- Service Quality: Ensures your delivery meets expectations consistently and without surprises.
- Service Level Alignment: Measures whether services match a client’s needs and goals, helping you avoid over-servicing or under-servicing.
- Composite Health Score: Combines all indicators into one real-time view of client status, feeding alerts and guiding strategic responses.
Together, these blueprints help you predict churn, identify growth opportunities, and keep every client on the path to long-term success.
Ready to Master CS Health?
Join to be notified when CS Discipline 2: Health and additional methodologies, lab apps, and research papers are published.
