Creating scoring models

A scoring model turns customer behavior data into a clear health rating. Like creating a report card, it combines different metrics to show if customers are doing well or struggling. Getting this model right helps teams focus on the customers who need attention most. The most effective scoring models combine 3 types of data with different weights:

• Product usage metrics show how customers use your product's core features — like completion rates of key workflows or usage frequency of essential tools.
• Business metrics track formal indicators like subscription renewals, account expansion, or whether they pay on time.
• Engagement metrics measure how actively customers interact with your company, such as attending product webinars, completing certifications, or responding to your communications.

When creating your model, weight each metric based on how it indicates product success. For instance, in a project management tool, completing projects on time (product usage) might be worth 50% of the score, team size growth (business metric) could be 30%, and certification completion (engagement) might be 20%. These weights should match what truly shows customers are getting value from your specific product.