Missing customer data shouldn’t mean a healthy customer health score

Hi all, for the ones dealing with Customer Success ops: I’ve been thinking about with customer health scores: missing data shouldn’t mean “healthy”. Example, a customer has:

It’s tempting to give them 0 risk points for the last two because there’s nothing there. But “we don’t have the signal” isn’t the same as “the signal is healthy”. The same thing happens when customer data lives across different systems. CRM has the customer. Billing has the subscription. Support has the tickets. Product has usage. If one of those systems isn’t properly connected to the customer record, you can end up with a health score that looks reassuring simply because part of the customer is invisible. So I’ve been thinking about health as two things: 1. What do we know about the customer? 2. How confident are we that we’re seeing the whole picture? I wrote a bit more about this here, including how I’d approach building a health score across CRM, billing and support: seamline.eu/use-cases/customer-health-score-crm-billing-support I hope it helps!