Fig. 01 · Glossary
Customer Health Score
Also known as Health Score, Account Health Score
Definition
A customer health score combines product usage, support activity, executive sponsorship, contract status, adoption milestones, NPS or sentiment, payment behavior, and commercial engagement into a view of retention risk.
Health scores are useful only when they predict decisions. A score that does not trigger a save play, executive escalation, renewal action, or expansion motion is just dashboard decoration.
For PE-backed companies, health scores should be tested against actual renewal and expansion outcomes.
Human Renaissance glossary · operator-grade definitions · Research methodology
