Interpret a customer health score as a set of leading, lagging, and context signals.
The score is a question generator. A weak CSM asks, "Why did the score move?" A strong CSM asks, "Which customer outcome may be slipping, and what evidence would confirm it?" Leading signals Leading signals move before the renewal conversation does. Look for changes in active users, core workflow completion, admin behavior, support severity, enablement attendance, executive engagement, and time-to-value. These signals are useful because they give you time. Lagging signals Lagging signals tell you the risk has already become visible: renewal stage, contraction requests, unpaid invoices, NPS drops, escalations, procurement friction, or a sponsor saying value is unclear. These…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in