risk-scoring-framework

When to Use

• Building or tuning customer health scores that drive CS prioritization.
• Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like.
• Auditing why certain segments churn or expand more than others.

Framework

1. Signal Inventory – usage, sentiment, support, commercial, product feedback, exec engagement.
2. Weighting & Decay – assign weights per signal, set freshness decay, define negative indicators.
3. Tier Mapping – convert scores to tiers (green/yellow/red) with playbook hooks.
4. Validation Loop – back-test against churn, expansion, and NPS outcomes.
5. Governance – review cadence, owner accountability, and change management process.

Templates

• Signal catalog spreadsheet with weights and owners.
• Tier thresholds + play mapping sheet.
• Validation report template comparing scores vs outcomes.

Tips

• Combine structured data with CSM notes or sentiment highlights for context.
• Keep tiers simple (3-4) to avoid confusion; use tags for nuance.
• Pair with monitor-customer-health output to auto-highlight risks.

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