Customer success use case
Customer health
Your customer health score lives in a spreadsheet that one person updates, once a month, by pulling numbers from four systems by hand. By the time it's updated, it's out of date. By the time it's right, the quarter is over.
Where it breaks today
Every customer success team has a customer health score. Few trust it. The score is usually a spreadsheet that one person rebuilds each month from a usage export, a CRM report, the support queue and their memory of the last call.
Because it takes a day to build, it is built monthly. Because it is monthly, it misses the things that matter: a champion who left, usage that dropped in week two, a support thread that turned sour.
The team learns an account is at risk at the renewal call, when there is little left to do about it.
What it does
Customer health works the way your team already does.
A live score, not a monthly one
Usage, CRM, Slack and support signals are combined continuously, so the score reflects what happened this week, not last month.
Risk while it's still actionable
Churn and expansion flags surface while there's still time to change the outcome, not at renewal.
A suggested next move
Each account comes with a recommendation: who to meet, what to lead with, and why.
Your definitions, not a template
The signals and weights are the ones your team already uses, mapped in the first workshop session.
How it works
- 1.In the first workshop we write down the signals and weights your team already uses to judge an account.
- 2.The app connects to where those signals live: product usage, CRM, support desk and customer channels.
- 3.Scores update continuously, and each one shows the signals behind it.
- 4.A meaningful change, up or down, raises a flag for the account owner.
- 5.Each flag comes with a suggested next move: who to meet, what to lead with, and why.
- 6.Leaders see the whole book by risk and by expansion potential.
Before and after
| Step | Today | With a customer health app |
|---|---|---|
| Score freshness | Monthly | Continuous |
| Built by | One person, by hand | The app, from source systems |
| Why an account is red | Ask the person who built the sheet | Shown beside the score |
| Churn risk | Found at renewal | Flagged while it can still be changed |
| Next step | Left to each CSM | Suggested per account |
Questions
How is this different from a customer success platform?
A platform gives you its model of health and asks you to adopt it. We build the model your team already believes in, on the tools you already have. If you own a platform that works, it stays, and the app works alongside it.
We don't have a data warehouse. Is that a problem?
No. The tools shown are examples. The app reads from wherever your signals live today.
Can we change the weights later?
Yes. Changes to the process are part of the ongoing service, so the score moves as your definition of a healthy customer does.
Does the app contact customers?
No. It recommends a next move to the account owner, who decides what to do.
How quickly will we see a score?
An early version runs on your real data within days, and the app is in production by week four.
Other use cases
Other workflows we build.
Your best people are doing the work your software should be doing.
Track builds that software, designed around how your team actually works, running on the tools you already have. A working app in days, in production within four weeks. The longer that workflow runs by hand, the more it costs you.