Measure: Account Health Score

The last component of our Know - Act - Measure process is Measure: the analysis of how well the action plan is working.

To that end, an account’s health score is displayed in the DETAILS tab. This value is Kapta’s best approximation of the customer’s reality, with regard to what you’re doing to forward their goals. Our algorithm gives you an at-a-glance composite score, from 0 to 100, showing whether the account is doing well or is at risk and needs attention. 

The administrator determines how this score is weighted and calculated. 

The four key health score components are: 

• Account Profile: How much information you’ve entered about the company itself, including budgets, contracts, and notes.
• Key Player Information: Details on at least one executive sponsor, one decision maker, and one champion, as well as each player’s role, decision power, and whether they’re a friend or foe. This is the minimum required for a perfect score, but we recommend entering 10-15 customer contacts.
• Action Plan: Regularly updated goals, objectives, and actions toward customer goals, as well as toward your internal goals. Voice of Customer survey answers are also a factor in this score, ensuring that you know exactly what the customer expects from you.
• Satisfaction: This is a score you enter yourself, and reflects how happy your customer is with your work, or how willing they are to recommend your company to others. 

In addition to configuring the weights of each component, the administrator can also choose whether to include freshness as part of this score. We recommend enabling this option, so that account health will be flagged if key players aren’t contacted on a regular basis.