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