Article
How to monitor customer health
Track engagement, usage, and sentiment to identify at-risk customers before they churn so you can intervene early with targeted outreach.
Summary
This lesson shows you how to build a customer health scoring system that predicts churn before it happens. You will learn which signals to track, how to build a simple scoring model, and how to use the data to take action on at-risk accounts.
Healthy customers renew. At-risk customers go quiet, stop using features, and skip meetings. Customer health monitoring tracks leading indicators login frequency, feature adoption, support tickets, payment issues to spot problems before cancellation notices arrive. A health score combines these signals into a single metric that triggers intervention. Red accounts get executive attention. Yellow accounts get proactive check-ins. Green accounts get expansion offers. This chapter shows you how to define health metrics that matter, build scoring systems that predict churn, and create intervention workflows that save at-risk accounts.