Customer Health Score

What It Is

A composite score predicting renewal-vs-churn likelihood, blending:
- Product usage — depth, breadth, frequency, and trend (declining usage is the strongest early warning).
- Engagement — logins, feature adoption, support sentiment.
- Relationship — champion stability, executive engagement, NPS.
- Outcomes — has the customer realized the ROI they bought?

(Reported, secondary: advanced predictive systems claim ~85% accuracy with 60–90 days of advance warning.)

The Point Is Lead Time

The score exists to buy intervention time: a declining score triggers a play — re-onboarding, exec outreach, value review — before the renewal conversation, not during it. Without it, customer success is reactive firefighting.

How It Applies to Marketing Factory

The health score is the factory's churn-prediction instrument and the trigger source for both retention saves and expansion. It draws signals from the event-tracking-schema and engagement-tracking, routes declining accounts to a save play and healthy ones to the expansion-playbook, and is the leading indicator behind net-revenue-retention. Computing and monitoring the score is fully agent-ownable; the high-stakes save conversation is human. It pairs with onboarding-design — most churn is seeded by weak early activation.

Referenced from: lifecycle-retention-operations