48 lines
1.9 KiB
Markdown
48 lines
1.9 KiB
Markdown
---
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title: "Account Health Score"
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type: concept
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tags: []
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last_updated: 2026-04-25
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---
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## Definition
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Account Health Score（账户健康评分）是对单个客户账户综合健康状况的量化评估，用于指导客户成功团队的投资优先级和干预策略。
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## Score Components
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| Component | What It Measures | Risk Threshold |
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|-----------|-----------------|----------------|
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| Product Usage | MAU、特征采纳率、容量使用率 | 核心特征采纳 <50% |
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| Support Ticket Sentiment | CSAT、升级频率、解决时间 | CSAT <3.5 |
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| Stakeholder Engagement | 利益相关者活跃度、会议参与度 | 单线程、高管断联 >60天 |
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| Contract Timeline | 续约时间线、合同条款 | <90天续约窗口 |
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| Executive Sponsor Activity | 高管发起人接触频率 | >60天无接触 |
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| Champion Status | Champion 健康度和稳定性 | Champion 离职/职位变动 |
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## Health Bands & Playbooks
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| Score Band | Interpretation | Recommended Play |
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|-----------|----------------|-----------------|
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| 🟢 Green | 健康账户 | 扩张机会识别、执行 Land-and-Expand |
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| 🟡 Yellow | 需要关注 | 稳定化计划、加强参与度 |
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| 🔴 Red | 高风险 | 救流失计划、Executive Escalation |
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**永远不在红色账户上执行扩张策略。**
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## Early Warning Signals
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领先指标（提前 90 天预警）：
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- 月活跃用户数下降
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- 核心特征采纳率下降
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- 高管发起人接触中断 >60 天
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- Champion 职位变动或离职
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- 支持工单升级频率上升
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- 竞争对手开始在账户中活跃
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## Connection
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- [[Net Revenue Retention (NRR)]] — Account Health Score 是 NRR 的分解指标
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- [[Land-and-Expand]] — 健康评分决定何时推扩张
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- [[Churn Prevention Playbook]] — 红色账户触发救流失流程
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- [[sales-account-strategist]] — Account Strategist 维护账户健康评分
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