Health Report

Gather and synthesize key account metrics into a single snapshot to identify retention risks and expansion opportunities.

Inputs

• Organization — account name or ID to assess; required
• Period — time range for metrics (default: last 30 days); allowed values: 7 days, 30 days, 90 days, year-to-date
• Metric focus — priority areas to include in report (default: all); allowed values: usage, support, revenue, engagement
• Output format — report style (default: scorecard); allowed values: executive summary, detailed analysis, scorecard

Steps

1. Retrieve usage data for {Organization} over {Period}: login frequency, daily active users, feature adoption rates.
2. Pull support metrics: ticket volume, resolution time, customer satisfaction scores, open escalations.
3. Gather revenue data: current MRR, ARR, month-over-month change, pending expansion or upsell opportunities.
4. Analyze engagement patterns and compare {Organization} against their historical baseline and industry cohort.
5. Flag at-risk signals: usage decline, support escalations, inactivity windows, payment delays.
6. Compile findings into a report in {Output format} with clear status (healthy, at-risk, or critical).
7. Surface recommended next actions (outreach call, feature training, expansion discussion, escalation to leadership).

Constraints

• Reports include only metrics available within {Organization} scope; access controls apply.
• For accounts with fewer than 30 days of history, note data limitations prominently.
• Do not send reports automatically; always require manual review and approval before delivery.

Done when: A health report has been compiled with status rating and recommended next actions ready for the CSM to act on.