02 — Capability · BC-1260.40
Customer Health Signals
Derive account-level signals from usage — expanding, stalling, at risk — and share them with the teams who own the relationship, so churn is predicted rather than reported.
- Account Health Scoring
- Product-Led Signals
- Usage-Based Alerts
In scope
- Health scores built from usage patterns
- Expansion and churn risk signals
- Delivery of signals to success and sales tooling
Out of scope
- Acting on the signals with customers (see BC-460 and BC-430)
Decomposes into · 3
- BC-1260.40.10Health Score ModelingBuild and validate a score from usage, adoption and support signals that actually predicts renewal.
- BC-1260.40.20Expansion & Risk SignalsFlag accounts that are hitting limits, adopting new modules or going quiet, early enough to act.
- BC-1260.40.30Signal Delivery & FeedbackPush signals into the tools success and sales use, and learn from which ones turned out to be right.