Score every customer. Spot churn before it lands.

5 weighted axes, 0-100 each. Composite score is the weighted average.

• Logins (weight 20) — how often the primary user signs in. Daily = 10, weekly = 7, monthly = 4, dormant = 1.
• Features (weight 25) — how many of your core features have been activated. %adoption of your "must-use 5".
• Tickets (weight 15) — support load. Inverted: zero or one ticket = healthy (10), 6+ = burning (1).
• NPS (weight 25) — last survey response, 0-10. Default 7 if you don't have one yet.
• Payment (weight 15) — invoice health. Paid on time = 10, late but paid = 6, current dispute = 3, charged-back = 1.

Bands: Healthy 70+ Watch 40-69 At-risk <40

This is a heuristic, not a destiny. Use it to triage your QBR prep — not to fire your top reference customer for missing one login.