Company Health Status
Intermediate CSM Practice
Last updated
Was this helpful?
Intermediate CSM Practice
Last updated
Was this helpful?
The Company Health Status pipeline helps you track and manage customer engagement by categorizing companies based on their activity and feedback. It automatically updates company status using a set of predefined rules, ensuring accurate insights into customer retention risks and opportunities.
Each company moves through different health stages based on login activity, product usage, and customer feedback. This pipeline also allows you to trigger automated actions at each stage to re-engage customers, provide support, or identify upsell opportunities.
Understanding customer health is critical for proactive customer success management. Instead of waiting until a customer churns, this system provides real-time insights into their engagement level.
By automating status updates and allowing triggered actions, businesses can:
Identify struggling customers early.
Automate touch points to re-engage at-risk accounts.
Recognize thriving customers for upsell or referral opportunities.
Ensure that no account gets overlooked.
The Company Health Status pipeline operates on a structured flow:
Based on login activity, product adoption, and customer feedback (NPS).
Updated automatically every month using an average of weekly activity scores.
🟢 Thriving (76%+ activity) → Highly engaged customers
🟡 Healthy (51%-75% activity) → Engaged customers with room for growth
🔵 Steady (26%-50% activity) → Moderate engagement, may need attention
🔴 At Risk (0%-25% activity) → Customers at risk of churn
Each health category can trigger pre-set automation. These automations are drafted but fully customizable to fit your messaging and workflow. Examples:
At Risk → Trigger automated outreach emails, internal notifications, and task assignments for follow-up.
Steady → Offer support resources, send engagement emails.
Healthy → Identify upsell opportunities, offer loyalty benefits.
Thriving → Request case studies, testimonials, or referrals.
By default, internal notifications are turned on, ensuring team members are informed about changes in customer health.
Automation sequences can be customized to match your brand’s language and engagement strategy.
When monitoring customer engagement trends.
When identifying at-risk accounts that need proactive support.
When planning upsell strategies for highly engaged customers.
When automating customer success workflows for efficiency.
Customer Success Teams → Track company health and intervene when necessary.
Sales & Growth Teams → Spot upsell opportunities based on engagement trends.
Support Teams → Prioritize customers who may need assistance.
Business Owners & Executives → Gain a clear picture of customer retention risks and success rates.
This system ensures every customer gets the attention they need at the right time without missing opportunities to strengthen relationships.
