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skills/risk-scoring-framework/SKILL.md

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+---
+name: risk-scoring-framework
+description: Method for calculating customer health/risk tiers using quantitative
+  + qualitative data.
+---
+
+# Risk Scoring Framework Skill
+
+## When to Use
+- Building or tuning customer health scores that drive CS prioritization.
+- Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like.
+- Auditing why certain segments churn or expand more than others.
+
+## Framework
+1. **Signal Inventory** – usage, sentiment, support, commercial, product feedback, exec engagement.
+2. **Weighting & Decay** – assign weights per signal, set freshness decay, define negative indicators.
+3. **Tier Mapping** – convert scores to tiers (green/yellow/red) with playbook hooks.
+4. **Validation Loop** – back-test against churn, expansion, and NPS outcomes.
+5. **Governance** – review cadence, owner accountability, and change management process.
+
+## Templates
+- Signal catalog spreadsheet with weights and owners.
+- Tier thresholds + play mapping sheet.
+- Validation report template comparing scores vs outcomes.
+
+## Tips
+- Combine structured data with CSM notes or sentiment highlights for context.
+- Keep tiers simple (3-4) to avoid confusion; use tags for nuance.
+- Pair with `monitor-customer-health` output to auto-highlight risks.
+
+---