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MODEL 01 · RULES-BASED
Weighted Customer Health Index
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MODEL 02 · PREDICTIVE AIAI-enabled ✨
AI-Powered Churn Risk Intelligence
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MODEL 01 · WEIGHTED CHI
SIGNAL ARCHITECTURE

Weighted Customer Health Index (CHI)

TOOLS USEDGoogle SheetsHubSpotGainsightPower BI
Select a customer
to calculate CHI

PRODUCT ADOPTION & USAGE

MAU / WAU
Login frequency
Feature adoption
Onboarding completion

ENGAGEMENT & RELATIONSHIP

Executive sponsor health
Meeting cadence
Responsiveness
Success-plan progress

SUPPORT & TECHNICAL HEALTH

Support ticket volume
P0 / P1 issues
Issue ageing
Escalations
Unresolved product issues

VOICE OF CUSTOMER (VOC)

NPS
CSAT
Detractor signals
Qualitative feedback
Customer sentiment
CHI ENGINE

Weighted
Customer Health
Score

CHI = (Adoption × 35%)
+ (Engagement × 25%)
+ (Support × 20%)
+ (VoC × 20%)
FINAL CHI SCORE
XX
--Select a customer to view score
05474100
0–54CHURN RISK
55–74WATCH
75–100HEALTHY
What does this mean?

Select a customer above to populate the signals, calculate CHI, and place the account on the health scale.

OVERVIEW

Churn Risk Overview

Portfolio health at a glance

Accounts by Category & Health

Churn Risk (0–54)Watch (55–74)Healthy (75–100)
60
26 (43%)
22 (37%)
12 (20%)
Category AARR > $100K
50
22 (44%)
18 (36%)
10 (20%)
Category BARR $50K – $100K
45
21 (47%)
16 (36%)
8 (18%)
Category CARR $20K – $50K
45
21 (47%)
16 (36%)
8 (18%)
Category DARR < $20K
Total Accounts200100% of portfolio
Churn Risk3819% of portfolio
Watch7236% of portfolio
Healthy9045% of portfolio

Accounts by CSM

Churn RiskWatchHealthy
James Anderson profile
James Anderson42 accounts
21%
33%
45%
Sarah Mitchell profile
Sarah Mitchell38 accounts
16%
34%
50%
Michael Thompson profile
Michael Thompson35 accounts
20%
31%
49%
Emily Davis profile
Emily Davis30 accounts
40%
60%
David Wilson profile
David Wilson28 accounts
36%
64%
Olivia Martinez profile
Olivia Martinez27 accounts
37%
63%
Total200 accounts
Churn Risk 38 (19%)Watch 72 (36%)Healthy 90 (45%)