Health Score Components
- Product Usage: Login frequency, feature adoption, engagement depth
- Support Interactions: Ticket volume, sentiment, resolution satisfaction
- Financial Health: Payment history, contract value, expansion revenue
- Relationship Strength: Executive engagement, NPS scores, referrals
Weighting Model
Customize weights based on your business model and historical churn indicators.
- Product Usage: 35%
- Support Interactions: 25%
- Financial Health: 25%
- Relationship Strength: 15%
Alert Thresholds
- Green (80-100): Healthy, focus on expansion
- Yellow (60-79): Monitor closely, proactive outreach
- Red (Below 60): At-risk, immediate intervention
Action Playbooks
Predefined response playbooks for each health score tier to ensure consistent customer success management.