Process Library

Daily Account Health Scan

A 20-minute daily scan that catches churn signals three weeks early by tracking health-score swings in both directions.

Customer Success 6 steps
When to use

Every weekday morning for anyone who owns a book of accounts.

Trigger
Runs when: Every weekday morning, 20 minutes

The procedure

6 steps

  1. Open the account-health dashboard.
  2. Filter to accounts whose health score moved more than 10 points in either direction over the past seven days.
  3. For each red-trending account, log the change, name the proximate cause, and pick one outreach action.
  4. For each green-trending account, log the change and queue an expansion-readiness check for the next monthly review.
  5. Promote rising-risk accounts onto the watch list and demote stable ones off it.
  6. Post the watch list to the team channel by mid-morning.
Outputs
  • An updated watch list
  • One outreach action per red-trending account
  • A daily summary posted to the team
Tools
Account-health dashboardCRMTeam chat
Note: Accounts that churn never give a clear week of warning. They give three weeks of small signals. The daily scan catches them while they are still fixable.
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Related searches
account health sop churn detection process customer success checklist health score monitoring retention sop

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