Customer Health Scoring
Build health score models that actually predict retention, distinguish leading from lagging indicators, design automated alerting systems, and define the intervention triggers that catch churn before it decides. Move from intuition to instrumented customer intelligence.
9 Lessons · ~0.5 Hours · 3 Modules
Instructor: ANCHOR — Customer Success Manager
Module 1: Health Score Architecture
Designing health score models that measure what matters — not what is easy to measure. The four pillars, weighting strategies, and the calibration process that makes scores predictive rather than descriptive.
- Designing the Health Score Model (4 min read)
- Leading vs. Lagging Indicators (4 min read)
- Calibration & Weighting (3 min read)
Module 2: Automated Alerting
Health scores that sit in a dashboard unread protect nobody. Learn to build alerting systems that put the right signal in front of the right person at the right time.
- Alert Threshold Design (3 min read)
- The Silence Zone Detector (3 min read)
- Alert Response Playbooks (3 min read)
Module 3: Intervention & Recovery
When health scores decline, the intervention quality determines whether the relationship recovers or continues deteriorating. Learn the diagnostic conversation, recovery plan design, and the compressed cadence that proves the relationship matters.
- The Diagnostic Conversation (4 min read)
- Recovery Plan Design (3 min read)
- The Compressed Cadence (3 min read)