Customer Health Summary

Goal

Produce a structured customer health summary for a given account, including a scored health rating, the key signals driving it, and prioritized recommended actions for the CS team.

Trigger

Invoke when preparing for a QBR, renewal, at-risk review, or routine account check-in for $account_name.

Steps

1. 1

   Using your connected tools (for example the CRM account record, product analytics, call transcripts from Gong, support tickets, and recent email threads), pull all available signals for $account_name: active users vs. licensed seats, feature adoption trends, recent NPS or CSAT scores, open or escalated tickets, and any flagged sentiment from calls or emails. If a needed tool isn't connected, ask the user to paste what's available.

   • □Usage and adoption data retrieved or confirmed unavailable
   • □Sentiment signals (NPS, CSAT, call tone) located
   • □Support ticket status and recency checked
2. 2

   Evaluate each signal category — product engagement, relationship sentiment, support burden, and strategic fit — and assign a sub-score of Red, Yellow, or Green. Note the specific evidence from step 1 that justifies each sub-score (e.g. 'DAU/MAU dropped 30% MoM', 'escalation opened 2 weeks ago with no resolution', 'champion left the account').

   • □All four signal categories scored
   • □Each sub-score backed by at least one concrete data point
3. 3

   Roll up the sub-scores into a single overall health rating (Red / Yellow / Green) using weighted logic: product engagement carries the most weight, followed by sentiment, support burden, and strategic fit. Clearly state the one or two primary drivers that most influenced the overall score.

   • □Overall rating assigned
   • □Primary health drivers explicitly called out
4. 4

   Generate 3–5 prioritized recommended actions for the CS team, ordered by urgency. Each action should name who should take it (CSM, AE, Support, Executive Sponsor), what the action is, and what outcome it targets (e.g. 'CSM to schedule an executive check-in within 7 days to re-establish champion relationship after recent stakeholder change — reduces churn risk').

   • □Each action has a named owner
   • □Actions are ordered by urgency
   • □Each action links to a specific signal or risk
5. 5

   Write a 3–5 sentence executive summary that could be shared with internal stakeholders or pasted into the CRM. It should cover the overall health rating, the top reason for it, and the single most important next step — written in plain, non-technical language.

   • □Summary is 3–5 sentences
   • □Suitable for a non-technical executive audience
   • □Mentions rating, top driver, and top next step

Output format

Return a structured report with five labeled sections: (1) Signal Breakdown — a table or list of the four categories with Red/Yellow/Green sub-scores and evidence; (2) Overall Health Rating — the rolled-up score and primary drivers; (3) Recommended Actions — a numbered priority list with owner, action, and target outcome; (4) Executive Summary — a short paragraph; (5) Data Gaps — any signals that were unavailable and would improve confidence in the score.