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Below are the classification for tiering and scoring. The full documentation can be found here.
Account Tier:
Tier 1 Strategic: These are the few accounts that present the most important growth for the company, this tier is manually attributed.
Tier 1 Non-Strategic: If the account score is 40 or higher and the company has 2,000 or more current employees.
Tier 2: If any of the following conditions are met:
The account score is 30 or higher and the company has 300 or more current employees.
The company has 1,000 or more current employees, regardless of the account score.
The total value of closed-won opportunities in the past 12 months is $50,000 or more.
Tier 3: If none of the above conditions are met.
Account Score: This score measures the overall value of a customer account based on factors like monthly category views, estimated leads, company size, and their use of cybersecurity products. Points are added or subtracted depending on business metrics such as employee growth, sales opportunities, and whether they are listed in marketplaces like AWS. The goal is to evaluate how promising an account is for future engagement.
Contact Score: This score evaluates the engagement level of individual contacts within an account. It includes their participation in conversations, email responses, face-to-face meetings, and events. It also factors in feedback, gifts from customer success, and the time elapsed since the last interaction, which gradually reduces their score if no recent engagement occurs.
Account Health Score: This score reflects the overall health of the relationship with an account. It factors in recent interactions (calls, meetings, emails), Net Promoter Score (NPS) feedback, recent sales activity, upsells, and delivery performance. Additionally, it accounts for risks like potential churn or program delays and highlights growth indicators such as revenue trends and employee growth. A higher score suggests a healthy, engaged account likely to continue business.
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