Customer Health Check Call

Pre-call data snapshot. Agenda sent 24h before. Call held with focused topics. 24h follow-up summary. CRM updated with health update, risks, expansion signals. Next check-in scheduled.

Before you start

Customer health-score system
Call agenda template approved
CSM ownership defined per account
Account record with usage trends, NPS, ticket history
Original onboarding goals and current performance against them
Recent product launches or changes relevant to the account

The steps

Pull the health snapshot before the call — Compile: usage trend (90 days), NPS score and comments, support tickets (count, themes, resolution time), feature adoption rate, contract renewal date, and the original goals from onboarding. Read the data, don't go in cold.
Identify the 1-2 most useful conversations — Pick 1-2 themes for the call: e.g., 'usage of feature X dropped — let's understand why' or 'you mentioned reporting in onboarding, how's that going?' One focused call beats a 5-topic checklist.
Send a pre-call agenda — 24 hours before the call, send: the agenda (2 topics), any prep ('any specific questions you want to bring up?'), and the data you'll be sharing. Lets the customer prepare and signals you respect their time.
Run the call with concrete data — Open with: 'Here's what I'm seeing — [specific data]. Tell me what's behind it.' Lead with data, not 'how's everything going?'. Customers respect concrete; they tune out generic check-ins.
Listen for risks and expansion signals — Risks: champion change, project deprioritization, new competitor, negative product feedback. Expansion: new use cases, growing teams, requests for additional capabilities. Note both — don't only listen for what you want to hear.
Capture and follow up within 24 hours — Send a follow-up email summarizing: discussion themes, action items (theirs and yours), and the next check-in date. Tag the CRM with: health update, risk flags, expansion opportunities. Don't let the call dissolve into 'great chat' with no record.

If it goes wrong

Customer cancels repeatedly

After 2 cancels, drop the cadence — it's not landing. Switch to async health check via written questions.

Call turns into a vent session with no actionable outcome

Acknowledge the venting, validate, then steer: 'Given what you've shared, here's what I can do — [action]. What would be most helpful from us?' Don't let the call end without an action.

Health calls feel routine and don't surface real signal

Vary the format — sometimes 30 min on a single topic, sometimes a quick async update. Routine cadence breeds disengagement on both sides.

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