Customer Scoring
So I built a customer scoring system and the results have been awesome. It’s pretty simple and basically scores all users on a scale of 0 to 100 (higher is better). It saves to the database but I also try to the score with every system possible e.g. Stripe, Userlist, HelpScout, etc. It helps me figure out where to focus my efforts. It basically measures how aligned they are with my ideal customer profile.
For example, prior to this, if a customer submitted a support ticket and they were on a free plan, they might get a short reply and a link to a doc 🤷🏾♂️. And I would try to setup a video call with all paid customers. This assumed (wrongly) all free customers warranted lower effort and all paying customer deserved higher effort (which is arguably true but still.)
Users who signed up in the last 30 days and have a customer score above 60 are 31% likely to become paying users, and those with a score above 80 are 71% likely to upgrade.
So now, if a customer is free but has a good score, they get the red carpet treatment. Paying customers still get priority, but now there’s more of a spectrum.
You can also set up all sorts of cool triggers. Like, if a customer score is falling, I can reach out to them (the average cancellation is around 40). There’s lots I still want to explore here.
Question: If you have experiencing using customer scoring system, how are you using it? Did you build your own?
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Also, I dropped a new single on music streaming services last week: https://ffm.to/presaveknockitawf