Customer Account Health Assessment Questions

Evaluate a customer account holistically by combining qualitative and quantitative signals to determine health, retention risk, and expansion opportunity. Core elements include understanding the customer business context and strategic priorities, product usage and adoption patterns, revenue and growth metrics, satisfaction and sentiment, support and escalation activity, and relationship strength with stakeholders. Candidates should describe how they would gather data from the customer relationship management system, product analytics, billing and usage reports, support tools, and direct interviews with account contacts and internal stakeholders. Expect discussion of analytical approaches such as cohort analysis, retention curves, churn driver identification, health score construction and weighting, and basic predictive models for churn risk. Also cover structured frameworks for situation assessment such as SWOT and stakeholder mapping, how to prioritize at risk accounts, design and justify intervention strategies or playbooks, measure the impact of interventions, and balance retention efforts with expansion opportunities.