CSM Pulse definition

CSM Pulse definition

Pulse is the account owner's assessment of his or her customer. It's a feeling that relates to the knowledge you have of your customers. It's one of the dimensions taken into account when calculating the health score, so it's important to update it regularly.

Tip

The larger the team, the more interesting it is to define guidelines to know what these scores represent, and to maintain maximum consistency in monitoring and analysis. For example, since the score is out of 5, you could define 5 conditions for your customer to receive the maximum score. Each missing condition is deducted one point.

Examples of conditions (not exhaustive!):

1. The customer achieves his objectives thanks to the solution
2. Your solution is fully integrated into internal processes
3. The team is stable, particularly at sponsor and champion level
4. Your company is in control of the decision-maker
5. No known financial difficulties or questioning of the contract