CRM
Customer Health Score
A customer health score is a composite metric that predicts the likelihood of a customer renewing, expanding, or churning based on product usage, engagement, support interactions, and satisfaction data. It enables proactive customer success interventions.
Examples
A SaaS company assigns a health score from 0-100 based on login frequency, feature adoption, support ticket sentiment, and NPS responses, triggering alerts when scores drop below 60.
Best Practices
Weight indicators based on their actual correlation with retention outcomes, update scores in real time, create playbooks for each score range, and regularly validate scoring accuracy.