cs-health-scorecard

# Customer Health Scorecard Skill Produce a structured, data-driven health scorecard for a customer account — giving the CSM and leadership a clear view of renewal risk, expansion potential, and the actions needed to move the account in the right direction. ## Required Inputs Ask for these if not already provided: - **Account name** and tier (enterprise / mid-market / SMB) - **Contract value** (ARR) and **renewal date** - **Product usage data** — logins, DAU/MAU ratio, key feature adoption - **Support data** — open tickets, CSAT or NPS score, recent escalations - **Engagement data** — last QBR date, executive sponsor status, champion name - **Commercial data** — payment history, expansion conversations, seats used vs. licensed - **Any known risks or recent changes** at the account ## Scoring Framework Score each dimension 1–5. Weight as shown. Calculate weighted total out of 100. | Dimension | Weight | What to Score | |---|---|---| | **Product Adoption** | 30% | DAU/MAU ratio, breadth of features used, power users identified | | **Engagement** | 20% | QBR cadence, executive sponsor active, champion strength | | **Outcomes** | 20% | Customer hitting their stated goals / success metrics | | **Support Health** | 15% | Ticket volume trend, unresolved escalations, CSAT | | **Commercial** | 15% | On-time payments, seats utilised, expansion signals | **Score → RAG conversion:** - 80–100: Green (healthy, renew likely) - 60–79: Amber (at risk, needs attention) - 0–59: Red (high...