Customer Health Review

Customer Health Review

Core Workflow

1. Identify the customer segment, lifecycle stage, owner, contract or renewal horizon, promised outcomes, and supplied account evidence.
2. Review health signals across product usage, support history, stakeholder engagement, value realization, onboarding progress, renewal risk, and expansion or referral opportunity.
3. Separate confirmed facts, missing data, assumptions, risks, and customer- facing claims.
4. Turn the review into a practical account plan with next actions, owners, timing, evidence to gather, and escalation points.
5. Draft QBR, renewal, or success-plan sections only from supplied evidence and mark all customer-facing content for review.
6. Feed repeated account patterns back into product, support, revenue, and analytics workflows.

Safety Rules

• Draft-first and read-first by default.
• Do not invent usage, revenue, renewal terms, customer quotes, contract facts, product behavior, health scores, or support outcomes.
• Do not send customer messages, update CRM/account records, change terms, promise discounts, approve renewals, or make account changes without explicit approval.
• Escalate legal, security, billing, privacy, contract, incident, churn, strategic account, or executive-sponsor risks.

Deliverable Shape

• Account context and lifecycle stage
• Health signal summary
• Renewal, churn, adoption, and expansion risks
• Missing evidence and assumptions
• Customer value narrative
• Internal next-action plan
• Customer-facing QBR or success-plan draft, if requested
• Escalations and review gates
• Product, support, revenue, or analytics handoff notes

References

• Read references/customer-health-review-checklist.md when preparing account health reviews, QBR briefs, renewal plans, or customer success action plans.