Customer health score
A composite indicator of the state of a customer relationship, blending weighted signals — usage, engagement, support, sentiment, commercial — into a single early-warning readout.
A customer health score condenses many weak signals into one strong claim: this account is fine, this one is wobbling, this one is in trouble. It is built by selecting signal dimensions — typically product usage, stakeholder engagement, support experience, sentiment, and commercial context — weighting them per segment, and recomputing continuously so the score tracks reality rather than last quarter's impression. Its purpose is to be a leading indicator: churn and renewal outcomes are lagging facts, while health is designed to move first.
What separates a trusted score from a decorative one is explainability and consequence. Explainability means a CSM can open any score and see exactly which factors produced it — a black-box number gets politely ignored, because nobody will stake their week on math they cannot inspect. Consequence means the score is wired to action: a drop should raise owned, dated work through rules and playbooks, not just recolor a dashboard tile. A health score that no workflow listens to is a chart; one that creates work is an operating system.