The DEAR Framework e-book by Gainsight introduces a customer health scoring model designed to improve retention and forecast NRR. It addresses pain points like poor visibility into risk, lack of renewal forecasting, and surprise churn by focusing on four pillars: Deployment, Engagement, Adoption, and ROI. Deployment tracks activation and setup, Engagement ensures interaction with key stakeholders, Adoption measures product depth and breadth of use, and ROI confirms business outcomes and value realization. By connecting workflows to leading indicators, DEAR helps CSMs prioritize actions, link strategies to outcomes, and forecast renewals with greater accuracy.

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