Page 1 of 2

Health Assessment

We believe that maintaining strong company health, both within your organization and across your client base, depends on three core pillars: Adoption, Retention, and Expansion.

This assessment is designed to explore each of these areas through targeted questions, helping ensure your company is on the right track and identifying opportunities for improvement.

Adoption

Without proper adoption, new customers fail to reach meaningful milestones within a predictable timeframe, onboarding ownership and success criteria remain unclear, and stalled accounts go unnoticed until renewal is at risk

Do new customers reach a defined milestone within a predictable timeframe?

Do new customers reach a defined milestone within a predictable timeframe?
A
B
C

Is ownership of onboarding clearly defined internally with agreed upon success criteria for the customer?

Is ownership of onboarding clearly defined internally with agreed upon success criteria for the customer?
A
B
C

Do you have visibility into which customers are stalled before the renewal is at risk?

Do you have visibility into which customers are stalled before the renewal is at risk?
A
B
C

Retention

Without proper retention, support becomes reactive instead of reliable, customer experiences grow inconsistent, and trust erodes over time, increasing the likelihood of churn tied to poor service execution.

Do you have a structured renewal process?

Do you have a structured renewal process?
A
B
C

Are churn risks identified early through consistent service touchpoint?

Are churn risks identified early through consistent service touchpoint?
A
B
C

Is there a clear accountability between your implementation team, support, and account management?

Is there a clear accountability between your implementation team, support, and account management?
A
B
C

Expansion

Without proper expansion, customers do not reach value as quickly or as consistently, leading to uneven onboarding experiences, delayed outcomes, and slower progress across the customer base.

Is expansion driven by defined life cycle strategy not just inbound request?

Is expansion driven by defined life cycle strategy not just inbound request?
A
B
C

Do account managers have a framework for identifying expansion readiness?

Do account managers have a framework for identifying expansion readiness?
A
B
C

Are QBRs (quarterly business reviews) used consistently to position additional value?

Are QBRs (quarterly business reviews) used consistently to position additional value?
A
B
C