Services
Customer Success
Customer Engagement Health Audit
Assess how actively your customers engage with your product and team to identify who's healthy and who's at risk.
Foundation
No objective way to measure customer health beyond gut feel.
• CS teams manage accounts based on intuition, not data.
• Product usage data isn't connected to the CRM.
• Support ticket patterns aren't analyzed for health signals.
• Engagement metrics aren't standardized across the book.
• At-risk accounts are only identified when they escalate.
What we do
We build a customer engagement baseline from your existing data sources.
• Analyze product usage, support activity, and communication patterns.
• Define engagement health tiers based on actual behavior data.
• Identify accounts with declining or absent engagement.
• Map engagement patterns against retention outcomes.
• Recommend health scoring criteria for ongoing monitoring.
Deliverable
You receive a customer engagement health report with scoring criteria.
• Customer engagement baseline analysis.
• Health tier definitions with criteria.
• At-risk account identification.
• Engagement-to-retention correlation findings.
• Health scoring framework for CRM implementation.
Outcome
Proactive customer management based on data instead of gut feel.
• Early identification of at-risk accounts.
• Objective health scoring across the book.
• Prioritized CS attention where it matters most.
• Reduced surprise churn.
• Data-backed QBR conversations.
Best Fit
Best for CS teams managing 50+ accounts with no health score or engagement tracking.
If your CS managers find out about unhappy customers only when they cancel or escalate, this audit builds the early warning system your team needs.