Guided diagnostic that scores account health through structured questions across five dimensions -- usage, engagement, support, sentiment, and commercial health. Produces a health classification with component breakdown and recommended actions. No automated data required -- the CSM's knowledge is the input. Use when asked to assess account health, evaluate a customer's risk level, score an account without a health scoring system, or when a CSM wants a structured way to evaluate where an account stands. Also triggers for questions about account risk, customer health, or portfolio assessment. The entry point to structured health thinking.
A structured diagnostic that turns your knowledge of an account into a scored health assessment. No CRM integration, no product analytics, no health scoring tool required -- just your answers to 12 questions.
Answer the 12 questions below for a specific account. Be honest -- optimistic assessments produce optimistic scores that miss real risk.
Q1: How actively is the customer using the product?
Q2: Is usage growing, stable, or declining?
Q3: How responsive is your primary contact?
Q4: How broad is your relationship across the organisation?
Q5: What does the support experience look like?
Q6: Are there any unresolved issues that affect the customer's trust?
Q7: What is the customer's overall attitude toward you and your product?
Q8: How does the customer view the ROI of your product?
Q9: What is the renewal or commercial outlook?
Q10: Has there been a champion or sponsor change in the last 90 days?
Q11: Is there an active competitive evaluation?
Q12: Is the renewal within the next 90 days?
For each component, average the question scores and multiply by 20 to get a 0-100 scale:
Composite = (Usage * 0.35) + (Engagement * 0.25) + (Support * 0.20) + (Sentiment * 0.10) + (Commercial * 0.10) + modifiers from Q10-Q12
| Score | Classification | Meaning |
|---|---|---|
| 81-100 | Strong | Healthy account. Maintain cadence, look for expansion |
| 66-80 | Healthy | Solid but watch for early risk signals. Standard management |
| 41-65 | At Risk | One or more components are weak. Investigate and intervene |
| 0-40 | Critical | Multiple components failing. Immediate attention required. Consider save play |
## Health Assessment: [Account Name]
**Date:** [date] | **Assessed by:** [CSM name]
**Composite Score:** [score] / 100 -- [Classification]
### Component Breakdown
| Component | Score | Trend | Key Driver |
|-----------|-------|-------|-----------|
| Usage (35%) | [score] | [your assessment] | [primary factor] |
| Engagement (25%) | [score] | [your assessment] | [primary factor] |
| Support (20%) | [score] | [your assessment] | [primary factor] |
| Sentiment (10%) | [score] | [your assessment] | [primary factor] |
| Commercial (10%) | [score] | [your assessment] | [primary factor] |
### Modifiers Applied
- [Champion change: -5 / Competitive eval: -10 / Renewal urgency: -5 / None]
### Recommended Actions
[Based on the weakest components and the overall classification]
### Reassessment Date
[When to re-run this diagnostic -- 30 days for At Risk, 90 days for Healthy, 14 days for Critical]
This is a subjective assessment based on your knowledge. It is valuable precisely because it captures what you know that automated systems cannot see. But it is not a substitute for data-driven health scoring when that is available. Use this when you need structure, not when you need precision.