How Scores Work

Each customer's health score is calculated from six signals. Each signal is converted to a 0–100 scale internally, then combined into a single weighted score.

Score Weights

The final score is a weighted average of all six signals. Signals with higher weights have more influence on the overall score. Default weights (customizable in Weights & Config):

Status Bands

These thresholds are configurable in Weights & Config. The values shown are defaults.

Dynamic Score Decay

Scores automatically adjust over time based on days since last contact. When a customer is scored or edited, the "days since contact" baseline is saved. Each time you open the app, the system recalculates by adding the elapsed days since the last score update. This means an account that hasn't been touched in weeks will gradually see its score decrease — no manual update needed.

Renewal dates do not penalize scores. Only the "days since contact" signal decays dynamically.

Scoring Profiles

Scoring Profiles let you create custom weight presets for different customer segments. For example, Enterprise accounts might weigh Adoption more heavily, while SMB accounts might prioritize NPS. Profiles can be assigned per-customer and override the global default weights during score calculation.

Manage profiles in Weights & Config → Scoring Profiles.

Scoring a Customer

1. Navigate to Score Customer in the sidebar.
2. Enter the customer name, tier (SMB/Mid-Market/Enterprise), and MRR.
3. Fill in the six signal values — logins, adoption %, open tickets, NPS sentiment, days since contact, and growth indicator.
4. Optionally set a renewal date, lifecycle stage, manager, and tags.
5. Click Save Score. The system calculates the health score and status automatically.

Bulk Rescore

Found in Weights & Config, Bulk Rescore recalculates the health score for every customer using the current weight configuration. Use this after changing signal weights to apply the new weights retroactively across your entire book of business.

Customer List

The Customers page displays all scored accounts in a sortable, searchable table. Features include:

• Search — Filter by customer name in real time
• Sort — Click column headers to sort by name, score, status, MRR, tier, or renewal date
• Filters — Filter by status, tier, lifecycle, manager, or tag
• Bulk Actions — Select multiple customers to assign tags, change lifecycle, assign a manager, or delete
• Inline Edit — Click the edit icon on any row to modify signal values directly
• Detail Drawer — Click a customer name to open the detail panel

Customer Detail Drawer

Click any customer name to open the detail drawer. It contains five tabbed sections:

Overview Tab

• Score Ring — Large visual health score circle, color-coded by status band
• Signal Breakdown — Six horizontal bars showing each signal's normalized value (0–100)
• Account Info — Tier, MRR, ARR, renewal date, lifecycle stage, assigned manager, tags
• Cadence Status — On Track, Due Soon, or Overdue indicator based on tier thresholds
• Quick Actions — Edit & Re-score, QBR Prep, Print Report, Delete

Playbook Tab

Auto-generates recommended actions based on the customer's current signal values. Each play includes a priority type, suggested talking points, and action items you can check off as completed. Progress is tracked per customer.

If no plays trigger, a "Stay the course" message confirms the account looks healthy.

Notes Tab

Add timestamped notes to track interactions, decisions, and context. Notes are persisted with the customer record and displayed in reverse chronological order. Each note shows the date it was added.

Sentiment Tab

Log customer sentiment at each touchpoint — Positive, Neutral, or Negative — with an optional context note. Sentiment history is displayed over time. Logging a Negative sentiment triggers an alert on the Alerts page.

History Tab

Score timeline showing how the customer's health score changed over time. Each entry includes a snapshot of all six signal values at that point, letting you compare what changed between updates.

Segments

The Segments page groups customers by tag and provides portfolio-level analytics for each segment. Untagged customers are collected into a separate "Untagged" group (which can be hidden).

KPI Summary Row

Five aggregate cards at the top of the page:

• Total Segments — Count of distinct tag-based segments
• Total Accounts — Unique account count across all segments
• Total MRR — Combined monthly recurring revenue
• At-Risk Accounts — Count in Critical or At Risk status
• Avg Health — Average health score across all segmented accounts

Segment Cards

Each tag produces a card showing: account count, average health score (color-coded), total segment MRR, a health distribution bar, at-risk percentage, overdue contact count, and 7-day score trend.

Insights

Automatically highlights segments where more than 30% of accounts are at-risk, flagging them as focus areas that need priority attention.

CSM Performance

The CSM Performance page gives managers visibility into their team's portfolio health:

• Manager Leaderboard — Ranked by average portfolio health score
• Portfolio Breakdown — Per-manager account counts by status
• CSM Activity Feed — Recent actions by each manager pulled from the audit log

Alerts

The Alerts page automatically surfaces accounts that need attention. Alerts are generated from customer signal values and organized by category, priority, or customer.

Alert Severities

Alert Categories

View Modes

• Category View — Grouped by category (Health, Support, Renewal, Cadence, Momentum, Sentiment, Expansion)
• Priority View — Grouped by severity (Critical → Warning → Attention → Opportunity), sorted by score within each group
• Customer View — Grouped by customer, showing all alerts for each account together

Snooze & Dismiss

• Snooze — Temporarily hide an alert. Options: 1 day, 7 days, or 30 days. Snoozed alerts appear in a separate "Snoozed" section and automatically return when the snooze period expires.
• Dismiss — Permanently remove an alert from the active view. Dismissed alerts do not return.
• Wake — Un-snooze a snoozed alert to bring it back immediately.
• Bulk Actions — Select multiple alerts to snooze or dismiss in batch.

Alert Badge

The sidebar and top-bar bell icon show a count of active alerts (excluding snoozed and dismissed). Churned customers are excluded from all alerts.

Alert Side Panel

A summary panel shows MRR at risk grouped by severity, a category breakdown bar chart, and the distribution of alerts across managers.

Cadence System

The cadence system tracks how long it's been since each customer was contacted, with tier-based thresholds:

Priority Score

Priority Score ranks accounts by urgency using a composite formula:

• Renewal Factor (60% weight) — Closer renewals score higher. An account renewing now = 1.0; 12+ months out = 0.
• Risk Factor (40% weight) — Lower health scores produce higher urgency. Score of 0 = 1.0; score of 100 = 0.

The final urgency score is scaled to 0–100. Levels: Critical (70+), High (45–69), Medium (20–44), Low (below 20). Higher priority accounts appear first in the Dashboard's Priority Accounts table.

Lifecycle Stages

Each customer has a lifecycle stage that tracks their journey:

Set lifecycle per-customer in the edit form, via CSV import, or in bulk via the Customers page bulk actions.

Backup & Restore

Export and import your entire dataset as a JSON file:

• Export / Backup — Downloads a JSON file containing all customers, scores, weights, thresholds, and scoring profiles. Filename includes a timestamp for versioning.
• Restore — Upload a previously exported JSON backup. This replaces all current data. A confirmation dialog appears before proceeding.

Use backups before making major configuration changes or when migrating between accounts.

Audit Log

Records every significant action in the app. Each entry captures:

• Action type (customer scored, settings changed, alert snoozed, CSV import, etc.)
• Associated customer name (if applicable)
• User email of who performed the action
• Timestamp and details summary

The Config History tab shows a timeline of settings changes (weights, thresholds, profiles) for compliance and troubleshooting.

CSV Import

Import customers in bulk from a CSV file. Drag-and-drop or use the file picker.

Supported Fields

Column headers are matched case-insensitively. Unmatched columns can be manually mapped in the preview step. Date fields accept multiple formats: YYYY-MM-DD, MM/DD/YYYY, and named months (e.g., "Jan 15, 2025").

Duplicate handling: If a customer with the same name already exists, the import updates their data rather than creating a duplicate.

Available Reports

The Reports page offers 10 pre-built reports, gated by your subscription tier:

PDF Reports

Each report can be printed as a branded PDF. Reports include:

• iQcadence branded header with date and customer name (if applicable)
• KPI summary cards with key metrics
• SVG charts — donuts, line charts, horizontal bars, and risk band visualizations
• Color-coded data tables matching the status band colors
• Professional footer with generation timestamp

Use your browser's Print dialog (Ctrl+P / Cmd+P) to save as PDF.

CSV Exports

Reports include an enriched CSV export option with 21–29 columns of data. CSV files are ideal for pivot tables, Excel analysis, or importing into BI tools. The export includes calculated fields like priority score, cadence status, and days until renewal.

Tier Gating

Reports are available based on your subscription plan:

• Starter — 3 reports (Portfolio Summary, At-Risk, Renewal Forecast)
• Growth — 7 reports (adds CSM Performance, Segment Analysis, Trend, Churn Risk)
• Enterprise — All 10 reports (adds Customer Health, Score History, Weekly Digest)

Weekly Health Digest

The Weekly Digest is an auto-generated HTML summary that provides a snapshot of your book of business. It includes key metrics, status changes, alerts, and renewals. You can copy the HTML to your clipboard or download it to share with stakeholders via email.

Automated Alerts

The Automated Alerts system lets you configure notifications that fire when certain conditions are met. Alerts can be delivered to:

• Slack — Posts to a Slack channel via webhook URL
• Microsoft Teams — Posts to a Teams channel via webhook URL
• Email — Sends email notifications (requires email configuration)
• Webhook — Sends JSON payloads to any custom endpoint

Automated Alert Types

Seven configurable event types can trigger automated notifications:

Each alert type can be individually enabled or disabled. Alerts are evaluated whenever a customer is scored or updated.

Scheduling

Alerts can be delivered on different schedules:

• Real-time — Fires immediately when the condition is detected
• Daily — Batches alerts and sends a daily summary
• Weekly — Batches alerts and sends a weekly summary

Manager Scope

Filter automated alerts to specific managers' portfolios. When a manager scope is set, alerts only fire for customers assigned to that manager. This is useful for routing notifications to the right CSM's Slack channel or email.

API Key

Generate an API key in the Advanced tab to enable external integrations. The API key can be used to programmatically access customer data or trigger score updates from external systems like CRMs or support platforms.

Webhook Configuration

The Advanced tab supports legacy per-trigger webhook URLs for two event types: Health Below Threshold and Account At-Risk. Each can have an individual endpoint URL. For all 7 alert types, use the main channel integrations (Slack, Teams, Email) instead.