The scoring model. Usage is worth 50 (recency 15, cadence 20, breadth 15), milestones 30 weighted by importance, and value up to 20 from estimates sent, messages going out, customers opening estimates and new leads arriving. Two hard floors override everything.
Also called: account health · risk level · churn score · how are we doing
- 1Recency scores the days since anyone was last active; cadence scores distinct active days in the last thirty; breadth scores how many modules were genuinely used.
- 2Milestone points are weighted and exclude value-group milestones, which are scored separately.
- 3Any account live two weeks with nobody in for thirty days is forced to churn risk and capped at 24.
- 4Two weeks live with nobody in for fourteen days forces at-risk and caps the score at 44.
- 5Before the usage pulse has thirty days of history, days-active also counts days with customer-side writes in the audit log, so existing accounts are not scored idle for something only just being measured.
The floors are stated in the code: 'Hard floors: nobody in for two weeks is at risk no matter what they once set up.' The bootstrapping allowance is documented too: 'the usage pulse is new ; until it has 30 days of history… so existing accounts aren't scored as idle for something we only just started measuring.'
- A well-configured but abandoned account scored as healthy.
- A new measurement made every existing account look idle overnight.
- Health was a single opinion rather than a composed number.
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