Health

Health Score Integration

This activity focuses on systematically aggregating, calculating, and integrating customer health scores into key operational platforms such as CRM, Customer Success, and Product Analytics tools. A variety of data signals—including usage patterns, product adoption metrics, support interactions, and customer feedback—are leveraged to create a comprehensive view of customer health.

The resulting health score enables proactive engagement, targeted interventions, and effective prioritization of resources to drive retention, growth, and customer satisfaction. By aligning Sales, Customer Success, and Product teams, this approach fosters data-driven decision-making and supports timely actions throughout the customer lifecycle.

Related KPIs

Metric	Description
Referral-Ready Account Rate	Referral-Ready Account Rate measures the percentage of accounts that meet internal criteria indicating they are ready to be prompted for a referral. It helps identify which customers are best positioned to refer based on health, engagement, or satisfaction signals.

Health Scoring

Account health evaluation is a systematic process for assessing the overall status and engagement of customer accounts. This involves analyzing a range of data points, including product usage patterns, customer feedback, support interactions, and commercial signals. By leveraging both quantitative and qualitative metrics—such as feature adoption rates, login frequency, NPS scores, and contract utilization—organizations can proactively identify at-risk customers, uncover opportunities for expansion, and tailor interventions to drive retention and growth. The insights generated from this evaluation enable more personalized outreach, better prioritization of resources, and stronger alignment between sales, success, and product teams, ultimately supporting long-term customer value and positive business outcomes.

Related KPIs

Metric	Description
Referral Readiness Score	Referral Readiness Score is a predictive metric that assesses how likely a user or account is to make a referral based on behavioral, usage, and sentiment signals. It helps identify high-potential advocates before they take action.