# Health / Risk Record

> An **evidence-based** record — never an automated score. For each health
> dimension, capture the signal, source, trend, confidence, and any
> conflicting signals. Surface disagreement, never average it away.

## Account Context

- **Customer**: _[name or identifier]_
- **Product model**: _[B2B Subscription / Transactional / Public Service / Internal Product]_
- **Review date**: _[date]_
- **Reviewer**: _[name or role]_
- **Previous review date**: _[date]_

## Health Dimensions

### 1. Adoption Health

Evidence from product-adoption signals.

| Signal | Source | Value | Trend | Confidence |
|---|---|---|---|---|
| Activation rate | _[analytics]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Feature adoption breadth | _[analytics]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Sustained use (weekly active) | _[analytics]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Time-to-value | _[analytics]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |

**Dimension assessment**: _[healthy / watch / at-risk]_

**Conflicting signals** (if any):

- _[Signal A says healthy, Signal B says at-risk. Explanation: ...]_
- **Resolution path**: _[what to investigate, who decides]_

### 2. Engagement Health

Evidence from direct customer interaction.

| Signal | Source | Value | Trend | Confidence |
|---|---|---|---|---|
| QBR attendance / engagement | _[CS observation]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Responsiveness to outreach | _[CS observation]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Support-ticket volume | _[support system]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Support-ticket sentiment | _[support system]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |

**Dimension assessment**: _[healthy / watch / at-risk]_

**Conflicting signals** (if any): _[record here]_

### 3. Value Realization Health

Evidence that the customer is achieving their desired outcomes.

| Signal | Source | Value | Trend | Confidence |
|---|---|---|---|---|
| Success-plan milestone achievement | _[success plan]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Outcome metric vs. target | _[analytics]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Expansion / deepening signals | _[CS observation]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |

**Dimension assessment**: _[healthy / watch / at-risk]_

**Conflicting signals** (if any): _[record here]_

### 4. Relationship Health

Evidence about the human relationship quality.

| Signal | Source | Value | Trend | Confidence |
|---|---|---|---|---|
| Executive sponsor engagement | _[CS observation]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Reference / advocacy willingness | _[CS observation]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Contract / renewal posture | _[CS observation]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |
| Unresolved escalations | _[escalation record]_ | _[value]_ | _[↑/→/↓]_ | _[high/med/low]_ |

**Dimension assessment**: _[healthy / watch / at-risk]_

**Conflicting signals** (if any): _[record here]_

### 5. Risk Assessment (Non-Health)

External or structural risks that are not health-dimension signals.

| Risk | Likelihood | Impact | Mitigation | Owner |
|---|---|---|---|---|
| _[e.g., customer org restructure]_ | _[high/med/low]_ | _[high/med/low]_ | _[mitigation]_ | _[name]_ |
| _[risk]_ | _[likelihood]_ | _[impact]_ | _[mitigation]_ | _[owner]_ |

## Overall Health Summary

This is a narrative synthesis, not a score.

- **Strongest dimension(s)**: _[which dimensions have clear, positive evidence]_
- **Weakest dimension(s)**: _[which dimensions have weak or negative evidence]_
- **Key conflicting signals**: _[which signals disagree and what the conflict suggests]_
- **Trend direction**: _[improving / stable / declining / mixed]_
- **Recommended action**: _[none / watch / investigate / escalate]_

### Decision Path (if conflicting evidence exists)

When health signals conflict (e.g., adoption is strong but support-sentiment
is declining), the record must:

1. **Surface the conflict** — name both signals explicitly.
2. **Propose an explanation** — what could explain the disagreement?
3. **Define an investigation path** — what additional evidence would resolve
   the conflict?
4. **Assign a decision-maker** — who decides the next action?
5. **Set a review date** — when will the conflict be re-examined?

This ensures the conflict is not buried in an average or a single "green /
yellow / red" indicator.

## Previous Assessments

| Date | Overall | Key Change | Reviewer |
|---|---|---|---|
| _[date]_ | _[assessment]_ | _[what changed since prior review]_ | _[name]_ |