Customer Health Score Model

Design a comprehensive customer health score model for [Product/Company]. Include: 1) Health dimensions — product usage (breadth and depth), support experience (ticket volume, sentiment, resolution), relationship strength (executive engagement, champion identification), commercial health (payment history, contract terms, growth trajectory), outcome achievement (value realization vs expected). 2) Data inputs for each dimension — specific metrics, data sources, collection frequency, normalization methodology. 3) Scoring methodology — weighted composite score (0-100), dimension weights based on correlation with retention, machine learning vs rules-based approach comparison. 4) Segmentation — score thresholds for Green (healthy), Yellow (at-risk), Red (critical), different thresholds by customer segment (enterprise vs SMB). 5) Action playbooks — for each health status: specific CSM actions, escalation triggers, save plays for red accounts, expansion plays for green accounts. 6) Predictive signals — early warning indicators 30/60/90 days before churn, expansion readiness signals, product adoption velocity thresholds. 7) Dashboard design — CSM view (my portfolio health), manager view (team health distribution), exec view (segment trends, revenue at risk). 8) Model validation — historical backtest methodology, ongoing accuracy tracking, recalibration schedule. 9) Integration with CS tools (Gainsight, Totango, ChurnZero).