Customer Success / RevOps
Customer Health Score ~ (aka "account health", "health index", "green/yellow/red")
A composite score meant to predict whether an account will renew, grow, or churn.
The fork, why two teams get different numbers
There is no standard composition, and that IS the fork, every CS platform and team weights different inputs and calls the result health.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: CS convention - no standards body; validate via observed churn calibration