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skills/customer-insights/SKILL.md

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+---
+name: customer-insights
+description: Use when consolidating product usage, health, and sentiment signals for
+  lifecycle programs.
+---
+
+# Customer Insights & Telemetry Skill
+
+## When to Use
+- Building segment-specific lifecycle journeys.
+- Prioritizing accounts for adoption help, expansion offers, or advocacy invites.
+- Diagnosing churn/retention risks and surfacing insights to CS + product.
+
+## Framework
+1. **Signals Stack** – product usage, engagement, sentiment, commercial, health composite.
+2. **Data Plumbing** – define sources (warehouse, product analytics, CS tools) and refresh cadence.
+3. **Normalization** – align account/user IDs, tag personas/verticals.
+4. **Insight Delivery** – dashboards + alerts to lifecycle, CS, product teams.
+5. **Closed Loop** – track outcomes (expansion booked, churn prevented, advocacy activated).
+
+## Templates
+- Health score schema (dimensions, weight, threshold, owner).
+- Insight brief (observation, impact, recommended play, owner, due date).
+- Data dictionary for lifecycle dashboards.
+
+## Tips
+- Keep manual notes from CSMs in sync with telemetry to avoid blind spots.
+- Tag signals by persona/vertical for more precise plays.
+- Automate distribution via Slack/email alerts tied to triggers.
+
+---