Account Health

Account health is an assessment of how likely a customer account is to keep using and paying for a product, built from its usage and support signals.

Health signals usually fall into three groups: breadth, meaning how many people in the account are actually active; depth, meaning which parts of the product they use; and trend, meaning whether those two rose or fell over recent weeks. The output is often reduced to a three-colour status, which is easy to read but swallows the detail that would drive a decision. Keep the distinction from churn in view: health is a prediction while churn is an event that already happened, and a health rating never compared against real churn cannot be trusted. The most dangerous case is an account that looks green on usage volume while all of that usage comes from one person.