Process
Roll out a customer health score in 30 days
A four-week plan for launching a first customer health score. Week one picks starter signals from recent churns and expansions, week two calculates a first version and checks it against last quarter, week three adds qualitative signal from check-in interviews, and week four defines tier playbooks and trains the CS team. Use it to get a working score live in a month. Koji runs the AI-moderated check-ins in week three.
Where this appears
What's in this process
- Week 1: Foundations: Pull your last 50 churns and 50 expansions, find the signals linked to each, and pick 3 to 5 starter signals.
- Week 2: Calculate v1: Pull data into a spreadsheet for every account, apply weights and check v1 scores against last quarter.
- Week 3: Integrate qualitative: Set up a quarterly AI-moderated check-in study and feed it in as a 20 to 25% weighted signal.
- Week 4: Operationalize: Define tier playbooks, push the score into your CRM, train CSMs and set a weekly review.
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/customer-health-score-30-day-rollout"><img src="https://www.koji.so/visuals/customer-health-score-30-day-rollout/customer-health-score-30-day-rollout.png" alt="Process showing a four-week customer health score rollout: foundations, a first version, adding qualitative signal, then tier playbooks and training." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/customer-health-score-30-day-rollout">Roll out a customer health score in 30 days</a>, Koji</p>
