health-scorecard

Overview

Based on "Customer Success" by Mehta, Steinman & Murphy, a health score is the single most important operational tool in CS. It converts diverse signals - usage, support, sentiment, financial - into one composite view that tells a CSM where to focus time.

The core insight: a health score is only as useful as the action it triggers. A score without a corresponding playbook is a dashboard that collects dust. Build the score and the response together.

Workflow

Step 1: Define the six scoring dimensions

Score each dimension 1 (at risk) to 5 (healthy). Weight dimensions based on what predicts churn or expansion in your product. Defaults shown below - adjust weights to your context.

Dimension 1 - Product Usage (default weight: 25%) Measures whether the customer is actually using the product.