Definition
A customer health score estimates the state of each customer relationship, often as green, yellow or red, so success teams know whom to help first. It combines product usage with other signals such as support tickets, survey answers and payment status.
Typical inputs
- Usage: active members, active days, core actions.
- Trend: whether usage is rising or falling.
- Breadth: features used.
- Relationship: support tickets, NPS, payment failures.
Making it useful
Validate it: customers marked red should churn more often than green ones. Show the inputs alongside the score, and turn changes into actions, for example a call when an account turns yellow.