| name | review-customer-health |
| description | Review a customer account against its accepted goals, success measures, product use, support experience, relationships, commitments, renewal context, and risk definitions. Use for Customer Success account reviews, risk and opportunity assessment, portfolio prioritization, or preparation for a customer conversation without inventing an automatic health or churn score. |
Review Customer Health
Build an evidence-backed view of whether a customer is reaching the outcomes they bought for, what
has changed, and what deserves attention. Use the team's real health model when one exists; do not
turn incomplete product signals into a definitive churn label.
1. Define health for this account
Establish the account, products and scope, lifecycle stage, business goals, success measures,
stakeholders, review period, upcoming decisions, and accepted risk or opportunity definitions.
Identify whether the result is for the account owner, a team review, leadership, or an upcoming
customer conversation.
Use the customer's success plan and prior accepted review when available. Keep company-wide health
rules separate from account-specific commitments.
2. Build the current picture
Use approved CRM or account records, product usage, support history, onboarding progress, meetings,
email, team messages, billing or renewal context, and open commitments. Preserve source links,
dates, definitions, coverage, and ownership for material signals.
Consider the signals that matter for this account:
- progress toward the customer's stated outcomes;
- adoption and meaningful product use, not activity volume alone;
- support experience and unresolved impact;
- stakeholder engagement, champion strength, and relationship gaps;
- delivery, onboarding, or product commitments;
- renewal, expansion, or contraction context when approved; and
- external or organizational changes that could affect success.
3. Reconcile signals and uncertainty
Compare the signals instead of averaging them into false precision. Strong usage may coexist with an
unresolved critical issue; a quiet champion may reflect timing rather than risk. Distinguish
observed facts, customer statements, team judgment, companion inference, stale data, and unknowns.
If the team uses a score, apply its accepted definitions and show the evidence behind each
component. Do not invent weights or infer protected or sensitive traits.
4. Deliver the account review
Lead with the current outcome, material changes, and next decision. Include as useful:
- goal and value progress;
- supported strengths, risks, and opportunities;
- important relationship and adoption changes;
- open commitments, blockers, owners, and dates;
- missing or conflicting evidence; and
- a prioritized next-action plan.
Use strawberry/operations/prepare-for-meetings when the next job is a QBR, EBR, check-in, renewal,
or other customer conversation. Use strawberry/customer-support-success/escalate-a-customer-issue
when unresolved impact needs a cross-functional escalation.
5. Keep the view current and controlled
Drafting an account plan, contacting the customer, changing CRM fields, changing a health score,
offering commercial terms, and committing product or delivery work are separate actions. Follow
active scoped permission and verify completed changes.
After the team accepts the sources, definitions, and review behavior, preserve them for the next
cycle. A health Routine may prepare a review from named sources and surface material changes, but
it should stop when the account, goals, model, data coverage, audience, or sensitive context changes.
