PortfolioAbout This Article
"I want to know which customers are likely to accept upsells" "I want to identify highly loyal customers for special treatment"
Setting up post-customer scoring helps you never miss opportunities for LTV (Customer Lifetime Value) expansion.
Customer Scoring Purpose
While lead scoring measures "likelihood to become a customer," customer scoring measures "potential for further value creation."
What Customer Scores Reveal
Score Design
Positive Score (Loyalty/Upsell Tendency)
Negative Score (Churn Risk)
Identifying Upsell Potential
Upsell Behavior Patterns
Early Churn Risk Detection
Churn Risk Response Workflow
Trigger: Customer score drops below 30
Detect risk customer
Urgent notification to CSM
Slack + Retention follow-up task
Action
Follow-up call within 24 hours / Usage status hearing / Support enhancement if needed
Score-Based Segments
Effectiveness Measurement
Summary
- Separate design from lead score: Different metrics matter at customer stage
- Utilize usage data: Reflect product usage in scores
- Analyze upsell patterns: Identify common patterns from past cases
- Early churn detection: Set alerts for low scores
- Segment integration: Execute initiatives based on scores
Use customer scoring to maximize LTV and reduce churn rate.