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Emily Coleman September 17, 2025 at 12:04 AM

I'm working on a bold new project and I'm wondering if anyone is interested in talking about it.

I'm working with one of our customer success leaders and our data team on a project to build some kind of sentiment scorecard into our customer adoption journey. Today we have a V1 of an account maturity grade (A-F) that's built on product usage data. However, product usage data isn't the whole picture, and it can be deceiving.

So, my small working group is trying to build a programmatic way to incorporate customer sentiment from all of the places it lives to feed a data model that will be shown on a dashboard for leadership and incorporated into our new CSP for account teams.

Right now, I'm collecting a list of all of the different signals we can use, where the data lives, and what would trigger the ask. I'd love some feedback on what I'm working on so far, especially if you've ever done anything similar. Anyone up for a discussion?

Perri Chaikof September 17, 2025 at 12:14 AM

I havent personally done this but prior to marketing i worked as a CSM so I can offer that perspective and share some feedback with you

Emily Coleman September 17, 2025 at 12:17 AM

Would love some feedback. We're trying to make it so that it requires very little of the CSM. Most of what we plan to collect is already happening in other places or will be automatically triggered based on Lifecycle stages. A second phase would build in a playbook into one of our AI tools for CSMs so when they do account reviews, it will suggest potential advocacy activities based on what the account and users have done in the past.

Cheyenne Robinson September 17, 2025 at 01:03 AM

This is super interesting to me! We use the customer health stoplight system that’s manually added by the CSM along with the recent NPS score.

Are you building this out in Gainsight?

Shannon Howard September 17, 2025 at 01:50 AM

<@U08U4PV81KP> what’s the customer health stoplight system?

@Emily Coleman love this bold new project!

Emily Coleman September 17, 2025 at 01:52 AM

<@U08U4PV81KP> we are not building it in Gainsight, but it will use info from our CSP (we are actually in the process of evaluating which one we want to use). It's probably going to be built in our data warehouse.