Every system reported green while a key account walked out the door. The fix: four customer health signals, each with a threshold, an owner and a next step.

The Gist

Lagging metrics. Churn, Net Promoter Score and CSAT report customer problems weeks or months after they start.

Missing discipline. Most CX teams already capture early-warning data but lack defined normal ranges, named owners and follow-up rules.

Four-signal panel. Active usage trend, repeat contact rate, stakeholder change and payment friction form a basic customer health panel reviewed weekly.

Routine before prediction. Predictive models need the labeled history that only a consistently run monitoring routine produces.

Most CX organizations measure symptoms. They don't systematically monitor customer health. Churn, Net Promoter Score and customer satisfaction scores mostly report what already happened.…