Govenda
Customer Health Score Build Out
Overview
Govenda is a B2B tech company operating in the customer success and revenue operations space, helping businesses optimize their customer lifecycle management. Based on publicly available information, Govenda is a relatively young company with a strong presence in the industry. Govenda has received funding from prominent investors, with total funding amounting to around $20 million. The company has a team of approximately 50-100 employees, indicating a growing and agile organization.
Problem
Govenda faced a challenge in developing a comprehensive Customer Health Score, a critical metric for assessing customer satisfaction and predicting churn. The existing solution was fragmented, making it difficult for Govenda’s customers to get a unified view of their customer health. The lack of a robust Customer Health Score hindered Govenda’s ability to provide actionable insights to its customers, ultimately affecting customer satisfaction and retention.
Key Project Milestones
Key Project Milestones
To address the challenge, LeanScale undertook the following key milestones:
Health Score Requirements
Health Score Requirements
Collaborated with Govenda’s stakeholders to identify the key metrics and data points required for a comprehensive Customer Health Score.
Data Integration and Modeling
Data Integration and Modeling
Integrated data from various sources, including CRM, customer success platforms, and product usage data, to create a unified data model for the Customer Health Score.
Weighting Development
Weighting Development
Assisted in refining the weighting used to calculate the Customer Health Score, ensuring it incorporated the identified metrics and weighted factors effectively.
Dashboard Development
Dashboard Development
Provided Govenda with visibility into the overall health of businesses in their portfolio, enabling holistic reporting and strategic decision-making.
Testing and Validation
Testing and Validation
Conducted thorough testing and validation to ensure the accuracy and reliability of the Customer Health Score.
Outcome
The successful delivery of the Customer Health Score Build Out project enabled Govenda to provide its customers with a unified and actionable view of their customer health. The new solution improved customer satisfaction and retention, driving business growth for Govenda. By partnering with LeanScale, Govenda was able to accelerate its product development roadmap and deliver a high-quality solution to its customers.
