Ebsta Score alone is not going to tell you if a deal will close or if a client will stay. You need to understand what other key metrics are relevant to you.
Let’s take the example of customer retention. I have 2 clients, A and B, with A having an Ebsta Score of 20 and B having an Ebsta score of 90. This alone does not mean that I will lose client A and retain B. What I need to understand is client health, renewal date, value and where my client is in my customer success life cycle.
So now I can plot my clients by customer health and Ebsta Score, filtering for those that are coming up for renewal and are all in the same part of the customer success life cycle. I want to see that we are engaged with the right customers and ensure that the focus is in the right place before we potentially lose a customer.
Now I can see that client A, with an Ebsta Score of 20 has a good health score, but client B has a very poor health score. This shows us that we are heavily engaging with a client that is unlikely to renew and ignoring the client that should. Now I can focus my resources appropriately. This method can be applied to any area of your business as long are you are:
- able to identify the other key metrics to plot against Ebsta Score;
- able to identify the filters to allow you to be comparing like for like;
- able to understand the questions you are asking;
- able to understand what the results means and what you will do with them.
What it doesn’t require is:
- your users to log all activity (which we know they never will);
- you to plot multiple graphs or create complex functions to understand type of activity
What it provides is:
- Identification of risk in lead conversion, sales and customer success;
- More accurate forecasting;
- The ability to be proactive.