Customer Health Scores: Spotting Risk Early
Combine usage, engagement and sentiment into a simple health view.
What goes into health
A simple health view combines usage, engagement and sentiment. Usage shows whether the product is used; engagement shows whether the customer attends reviews and answers emails; sentiment shows how they feel, from surveys or conversations.
- Usage: logins, actions, features used
- Engagement: meetings, replies
- Sentiment: surveys, tone
- Support: open issues
Keep it simple
Start with green, amber and red based on a few rules your team agrees. Complex formulas are hard to explain and act on. Review the rules every quarter against which customers actually renewed.
Act on amber
The most value comes from acting on amber accounts before they turn red. Plan a specific action for each: a training session, a review with a new stakeholder or a fix for an open issue.
Worked example: a champion leaves
An account turns amber when its main user stops logging in. The CSM learns the champion has changed jobs, introduces herself to the new manager and runs a short value review. The account returns to green.
Common health mistakes
A health score nobody acts on is just a colour.
- Complex scores nobody understands
- Ignoring amber accounts
- Never checking scores against renewals
- Relying on usage only
- Combine usage, engagement and sentiment.
- Start with simple green, amber and red rules.
- Act on amber before it turns red.
- Check rules against real renewals.
Design a green, amber and red rule set for a product with three usage and engagement signals. Write an action for each amber reason.
Check your understanding
1. What does engagement measure?
2. Which accounts give the most value to act on?
3. Why keep health rules simple?
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Templates from our playbooks
Copy ready templates with when to use each one and why it works.