Retention · Health Framework
Customer Health & Retention Framework
Risk signals were spread across support tickets, usage, and conversations with no single view of account health.
Analysis
Identified the signals that actually predicted disengagement — support volume, sentiment, response patterns, and stalled adoption.
System built
Built a customer health framework with scoring inputs, review cadence, renewal-preparation checklist, and an escalation path for at-risk accounts.
Before
Health assessed informally, risk noticed late.
After
A documented scoring model with a regular review rhythm and defined proactive outreach.
Business outcome
Account risk surfaced earlier and outreach became proactive rather than reactive.
Customer outcome
Customers hear from someone before problems grow, not after.
Takeaway
You can only retain what you can see; health scoring makes retention operational.