Health Score Monitoring for Enterprise Accounts
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Why does this churn problem matter?
Enterprise accounts churn silently. By the time sales notices, renewal is already lost. 70% of enterprise churn is predictable 90 days out.
How do we solve it?
Build a customer health score based on product usage, support tickets, NPS, and engagement. Trigger CS interventions at specific thresholds.
How do you implement it step by step?
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1
Define health score metrics: Product usage (40%), Support tickets (20%), User growth (20%), Feature adoption (10%), NPS (10%)
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2
Set up automated scoring in your CS platform or build custom dashboard
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3
Define intervention triggers: Red (<40) = immediate executive call, Yellow (40-69) = personalized email + check-in call, Green (70+) = quarterly review
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4
Create playbooks for each health score range with specific actions
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5
Review health scores weekly with CS team and assign accounts
Free agent prompt
Let your coding agent build this one
Everything above, rewritten as instructions an agent can follow in your repo: the context, the build order, the acceptance criteria, and the mistakes that sink this experiment.
$ claude "read churntools-health-score-monitoring-ente-build-prompt.md and do what it says"
Free agent prompt
Where should I send it?
Enter your email and the file downloads straight away. You'll also get The Churn Fix, one specific retention fix per issue. Unsubscribe whenever.
A markdown file, nothing to install. No spam, and I never sell the list.
Downloading now.
Check your inbox shortly too.
Save it in your repo, then run:
What outcome should you expect?
Reduce enterprise churn by 15-25%, increase renewal rates by 10-20%
Free PDF
Want the whole playbook as a PDF?
Formatted for reading offline and sharing with your team. No signup wall after this one.
Free PDF
Where should I send it?
Enter your email and the download starts straight away. You'll also get The Churn Fix, one specific retention fix per issue. Unsubscribe whenever.
The file has the same content as this page. No spam, and I never sell the list.
What did running this improve?
Tap what this experiment strengthened for you. It maps to the BELT durability test I rank everything on, and helps other teams see what actually works.
Be the first to weigh in
Where are you on this one?
One tap, no signup. It builds your retention map as you read.
I have actually run this. Let me report what it fixed
This one feeds the public results pages, so only tap it if you have shipped the change and seen the number move.
Be the first to weigh in on this one
Score your retention setup in 60 seconds
8 questions. Get your tier (Critical to Best-in-Class), your weakest spots, and 3 specific things to fix next.
Written by Mark Ashworth
Founder of ChurnTools. I spend my time studying how SaaS companies lose customers and building tools to help them stop. I've documented 80+ retention experiments and run the Churn Health Check diagnostic.
Retention Diagnostic
Knowing the number is not the same as knowing the cause
A calculator tells you how much is leaving. It cannot tell you which part is failed payments, which part is people who never activated, and which of the two is cheaper to fix. I work that out on your actual data and send back three fixes ranked by what each one is worth, within 10 working days.
- ✓ Voluntary and involuntary churn, split and costed
- ✓ What the leavers did in their first month
- ✓ Three fixes, ranked by dollars recovered
- ✓ Fixed price, written, no call required
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