Health score

A computed account score from five inputs, run-rate trend, contact recency against cadence, products used against norm, ticket signal and pipeline slip, with weights set from the company's own churn history and stated. Shown with its inputs, recomputed monthly by one rule, and validated each quarter against what happened to the low-scoring accounts.

DefinitionA computed account score from five inputs, run-rate trend, contact recency against cadence, products used against norm, ticket signal and pipeline slip, with weights set from the company's own churn history and stated. Shown with its inputs, recomputed monthly by one rule, and validated each quarter against what happened to the low-scoring accounts.

Not a colour

A red-amber-green field is an opinion set once. A score is a rule run every month.

Validated or retired

If the bottom band's churn is not well above the top band's, the weights change before the score is shown again.

How it is computed

A score computed from a few stated inputs, each against the account's own history or norm: revenue trend, contact recency, products used, support pattern and contract date. Inputs and weights are shown.

Example

An account scores 38 of 100: revenue down 20 percent, no contact for 80 days, one product of four, tickets stopped. Each input is visible beside the score.

Where it goes wrong

A colour set by the account manager. It is green until the quarter the customer leaves.

Articles that use this term

AI and self-service analytics

Account health score: why a computed score beats a colour-coded one

What is wrong with the red-amber-green account health field most CRMs carry, what a computed health score is made of, five inputs from the ledger and the CRM with stated weights, how the weights are set from the company's own churn history rather than opinion, why the score is shown with its inputs and never alone, the identity that every account has one score from the same rule, and how the score is validated against what happened.

16 Sept 20263 min read How-to guides

How often should sales data be refreshed? A cadence per measure, not one for the tool

Why 'real-time' is the wrong answer to how often sales data should be refreshed, the cadence each measure actually needs, weekly for coverage and pipeline, monthly for share of wallet and concentration, quarterly for norms and segments, annually for definitions, what a refresh more frequent than the measure's cadence does to the reader, and the export schedule that follows.

16 Sept 20262 min read Forecast and pipeline

Ten questions a customer success leader asks, and the signal that answers each

The ten questions a head of customer success asks about the base, which accounts are at risk, which are under-using what they bought, which renewals are inside the window untouched, which accounts are surging or silent on support, which have to call twice, which onboardings are behind the milestone that matters, which are over their seat cap, which cost more to serve than they pay, which churned last quarter and why, and what the health score got wrong, each with the computed signal that answers it and the list it produces.

16 Sept 20263 min read