20 min
Health Scores are Dead. AI-led Outcome-Based Scoring Improves Net Retention and Quantifies CS Impact
Brenton Grimes, Founder and CEO, Reef.ai. - Customer health scores have been ubiquitous in customer success for over a decade but they are inherently flawed. This session explores the next-generation of customer scoring, AI-led Outcome-Based Scoring (OBS). OBS targets and improves specific revenue outcomes, such as reducing product downgrades or creating more big deal pipeline. OBS enables you to quantify the revenue impact of customer success to justify investments while simultaneously preparing customer data to maximize the ROI on future AI initiatives.
