For Immediate Release:
On 3/9/23, involve.ai sunsetted their customer health score.
“Health scores are a thing of the past,” says CEO, co-founder, and author Gaurav Bhattacharya. “In this market, customers want to be able to forecast their revenue and not leave it up to interpretation.”
involve.ai, an AI-driven early warning system to predict churn, upsell, and cross-sell opportunities, is shifting from a 1-100% health scoring system to actionable categories. The problem with health scores today is the variation in translation and what goes into calculating them. “It’s easy to get caught up in the number, ‘why is this customer’s score at a 72% instead of 76%?’ We want to move away from the ambiguity of health scores and make it easy for teams to plan their customer revenue strategy,” CPO and co-founder Saumya Bhatnagar says.
Instead of assigning a health score, involve.ai will now categorize customers as Likely to Churn, Watch, At Risk, Likely to Renew, and Likely to Upsell. These categories will standardize outreach and action items based on outcomes, removing subjectivity and focusing teams on saving, maintaining, and growing customer revenue.
In recent years companies have attempted to assign a score to grade their customers, predict their behavior and make revenue projections. Most companies with recurring customers will have a health score, but definitions and action plans may vary depending on departments, customer segments, and account owners. Health scores are also an iterative process, creating the need for teams to learn and unlearn evolving versions, varying inputs from different companies, and changes in the weights of those inputted metrics.
involve.ai is leveraging the power of AI to simplify outreach in customer success, renewals, and account manager spaces. These outcome-focused customer categories will add a new layer of transparency to help post-sales teams operate more efficiently and make data-driven decisions at scale.
involve.ai is an AI-driven early warning system to grow revenue by predicting customer churn and identifying upsell/cross-sell opportunities. By leveraging the power of AI and machine learning, involve.ai unifies customer data to help companies scale and optimize their account processes with data-driven insights.