Automated Customer Health Scoring and Account Reviews
Design a system that calculates customer health scores from multiple data sources, schedules account reviews, and generates review preparation materials.
Enable proactive customer success management with data-driven health scores and structured account review processes.
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Prompt objective
Enable proactive customer success management with data-driven health scores and structured account review processes.
Real use case
A B2B SaaS company with 200 enterprise accounts has CSMs who review accounts reactively. There's no standardized health score or regular review cadence.
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Prompt
Act as a customer success operations specialist. Design a customer health scoring and account review system for [COMPANY NAME] with [NUMBER] accounts. **Context:** - Account segments: Enterprise ([NUMBER] accounts), Mid-market ([NUMBER]), SMB ([NUMBER]) - CSM team: [NUMBER] CSMs with [NUMBER] accounts each - Review frequency: Enterprise quarterly, Mid-market bi-annually, SMB annually - Data sources: [PRODUCT ANALYTICS], [SUPPORT], [BILLING], [CRM], [NPS] **Deliverables (numbered):** 1. Health score model: weighted scoring across [NUMBER] dimensions -- product adoption ([WEIGHT]%), support activity ([WEIGHT]%), business value/ROI ([WEIGHT]%), relationship strength ([WEIGHT]%), financial health ([WEIGHT]%) -- with 0-100 scale 2. Data collection: automated pulling of usage metrics (logins, feature adoption, active users), support metrics (ticket volume, resolution time, CSAT), billing metrics (payment history, expansion), and relationship metrics (meeting frequency, stakeholder engagement) 3. Score calculation and trending: daily score update, [NUMBER]-day rolling average, trend direction (improving/stable/declining), and score change alerts 4. Account review scheduling: auto-schedule reviews based on segment frequency, health score (low health = sooner review), and contract renewal date; send calendar invites with agenda 5. Review preparation packet: auto-generate account summary including health score trend, usage highlights, support history, open issues, expansion opportunities, and recommended discussion topics 6. Action item tracking: capture action items from each review with owner, deadline, and follow-up date; track completion rate and impact on health score 7. CSM dashboard: portfolio health overview, accounts needing attention, upcoming reviews, action item backlog, and CSM workload balance **Constraints:** - Must weight dimensions differently by account segment - Must handle accounts with incomplete data (partial scores with confidence indicator) - Must integrate with [CRM] for activity logging
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- 1Replace the key placeholders first: COMPANY NAME, NUMBER, PRODUCT ANALYTICS, SUPPORT.
- 2Replace any bracketed placeholders like [this] with your own context.
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