customer-health-scorelisted

# Customer Health Score Design, validate, and maintain one composite score that tells a post-sale team which accounts are drifting toward churn and which are ready for an expansion conversation. In ChurnZero's 2025 Customer Revenue Leadership Study (~800 CS and post-sales leaders surveyed), 73% said their current health score does not reliably predict churn. - **Performative score.** Someone picks ten metrics, weights them by intuition; CS ignores the result because it predicts nothing. - **Predictive score.** Derives its weights from what churned accounts actually did before churning, then proves itself in backtest. This skill owns the composition and validation that turns one into the other: - Normalization - Weighting - Decay - Banding - Segment calibration - Override governance - Wiring every band to a play Which indicators to feed it, and how predictive each one is, is discovery work owned by `mbfinotti/revops-skills@customer-churn-signals`. Treat signals here at the category level (product usage, relationship/engagement, support, commercial, sentiment) and take the discovered indicator list as input. Draw on the field's named canon where it genuinely helps: - **Gainsight's DEAR framework** (Deployment, Engagement, Adoption, ROI): a balanced-scorecard model of 4-6 weighted metric groups summed into bands. Gainsight cautions that weighting "is highly unique to each company". - **Lincoln Murphy's Success Potential**: ties expansion to achieved health ("No Customer S