| name | health-review |
| description | Review customer health from adoption, value realization, usage pattern, stakeholder engagement, support, outcomes, contract context, and risk signals without reducing the relationship to one opaque score. |
Customer Health Review
Use when deciding where a customer relationship is thriving, stalled, at risk, or ready for expansion.
Procedure
- Define the customer's intended outcomes, use cases, lifecycle stage, stakeholders, contract or plan context, and success measures.
- Review product adoption and value signals such as activated workflows, depth and breadth of use, recurring value, user or team coverage, and important feature or integration adoption.
- Review support history, unresolved defects, service incidents, onboarding blockers, response quality, and operational friction.
- Review stakeholder engagement, champion strength, executive alignment, organizational change, and whether expected users or teams are still involved.
- Compare observed outcomes with the customer's stated goals rather than a generic benchmark alone.
- Identify risk and opportunity signals separately and distinguish data evidence from account-team interpretation.
- Prioritize the few actions most likely to improve realized value and assign owners and dates.
- Record the review and reassess after the planned intervention rather than allowing a health label to persist indefinitely.
Decision rules
- A health score is a summary signal, not the customer relationship itself.
- High usage can still coexist with dissatisfaction or poor business outcome.
- Low usage can be healthy for low-frequency products when the intended value is achieved.
- Do not infer renewal intent without evidence.
Quality gate
The review is ready when customer goals and evidence are connected, adoption, support, stakeholder, and outcome signals are visible, risk and opportunity are distinguished, uncertainty is explicit, and the next customer-success actions have owners and measurable intent.
