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Work securely with your existing spreadsheets without ever moving your data. Automatically calculate key health scores to help you proactively manage customer relationships.
GET STARTED FOR FREENot all revenue is created equal. The critical work of identifying and prioritizing your most valuable customers is the single most important factor in sustainable business growth. These key clients directly influence your profitability, dictate the health of your cash flow, and ultimately shape the future trajectory of your company.
Your team understands the importance of customer health, but the current tools are falling short.
They're flexible, but lack automation, standardized processes, and dynamic reporting. Data updates rely on manual work, leading to errors and a lack of true insight.
They're powerful, but come with a hefty price tag—often tens of thousands per year—and require weeks of training. For a growing team, it's a heavy burden.
We fill the gap between "free spreadsheets" and "expensive systems." Customer Health Compass combines the flexibility of Google Sheets with the insight of professional CSM tools, offering a plug-and-play, highly customizable, and cost-effective solution.
Recommended by industry experts: This solution aligns with best practices recommended by the Customer Success Association (CSA), the leading professional organization for customer success professionals worldwide.
"The purpose of a business is to create and keep a customer."
Be part of our program and help shape the future of customer health intelligence. As a user, you'll get full access to all features and direct influence on product development.
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Calculate a quantitative health score based on pre-set core metrics by intuitively adjusting the weight of each metric to fit your business priorities.
The system can automatically run in the background daily to calculate and update health scores for all your clients, ensuring your insights are always current.
Simply specify a date range, and the tool will automatically backfill historical health scores for all clients, building a complete customer health timeline.
Generate interactive reports with one click. Analyze not just the overall score, but also the historical trends of each individual metric to pinpoint root causes.
Easily adjust the weight and scoring criteria for each metric through an intuitive settings panel, ensuring the model is 100% aligned with your business logic.
All operations are done in the familiar Google Sheets environment. No lengthy training required—your team can get started immediately and focus on customer success.
Quickly identify and retain high-value, high-health "Lighthouse" customers, letting their success guide your business direction.
The customer success model for a SaaS company is fundamentally different from that of a traditional software business. We understand this distinction and provide two pre-configured, highly customizable templates.
Designed for project-based or license-based businesses, focusing on project delivery and client relationships. Pre-set metrics include:
Project Milestone Achievement, Support Ticket Volume, Contract Renewal Value, Executive Engagement Frequency, etc.
Designed for subscription-based businesses, focusing on customer lifetime value. Pre-set metrics include:
Monthly Active Users (MAU), Product Adoption Depth, Customer NPS, Renewal Rate, etc.
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Best for project- or license-based businesses
Best for subscription-based businesses
The main difference is the pre-configured metrics. The SaaS template focuses on subscription-based metrics like user activity and renewal rates, while the traditional template focuses on project-based metrics like delivery milestones and contract renewals. Of course, you can customize the scoring criteria and weights in either template to 100% fit your business.
Absolutely. All data is stored in your own Google Sheets document; we have no access to it. The core library only performs calculations within your environment, adhering to Google's strict security and privacy standards.
Not at all. You just need to follow our video and manual for a one-time setup of the template copy. The core library is automatically called within the template, and all subsequent operations are done within the familiar Google Sheets interface.
Please select the product you need help with.
For users who want to analyze data directly within their own Google Sheets.
For users of our upcoming cloud-based platform. Guides are coming soon!
Your first step is to create a private copy of the Google Sheets template for your own use.
Click the Template Preview Link provided to you.
Preview the Official Template Sheet →In the top-right corner of the page, click the blue Use Template button.
Google Sheets will automatically create a copy in your Google Drive.
Note: The core library is automatically integrated into the template. All features are accessed via the top menu within your Google Sheets document.
💡 Pro Tip: Rename your new sheet immediately (e.g., "Company_Health_Tracker_2025") so you can easily find it later in your Google Drive.
To see how the tool works before inputting your own data, you can generate a sample assessment.
Locate the Customer Health(On-Premises) menu in the top bar.
Figure 2.1: Free Menu Interface
Select Run a Sample Assessment.
Figure 2.2: Run Sample Assessment Operation
A "Authorization Required" window will appear.
Click Continue → Select your Google Account → Click Advanced → Click Go to Customer Health Tool (unsafe) → Click Allow.
Once authorized, click the menu item again.
💡 Pro Tip: The sample data is generated in a separate sheet named Sample Data - Customer Health. It won't mess up your actual data sheets. You can delete it later using the "Clean Up" option in the menu.
Once you are done exploring, you have two choices:
Right-click the Sample Data - Customer Health tab at the bottom and select Delete.
Proceed to Step 3 to activate your license first. Once you activate your license and refresh the page, a Clean Up Sample Data option will automatically appear in the menu to remove it for you.
Figure 2.5: Pro Menu Interface
To access the full reporting dashboard and automation features, you need to activate your license.
Click Customer Health(On-Premises) > Activate License.
Figure 3.1: Upgrade to Pro Operation
Click Apply for License Key to get your free license key.
Paste your key into the activation dialog and click Activate.
Important: After seeing "Success!", refresh your browser.
Figure 3.4: Pro Menu Interface
💡 Pro Tip: Keep your license key safe. If you ever need to move to a new Google Sheet file, you can re-use the same key to activate the new document.
Recommended before daily use.
Define what "Healthy" means for your business by configuring Metrics and Weights.
Click Customer Health(On-Premises) > Settings.
Figure 4.1: Settings Interface
Review the core metrics:
Scoring Criteria Example:
The tool calculates Profit Margin using this priority:
Adjust Weights: Set the importance of each metric.
Edit Rules: Define thresholds (e.g., Profit Margin > 30% = 100 points).
Click Save Settings.
💡 Pro Tip: Ensure the sum of all weights equals 1.0 (100%). If it doesn't, the system will prompt you to adjust them before saving.
Accurate data entry in the Orders, Invoicing & Payments sheet is the foundation of this tool. This sheet tracks two distinct types of transactions: Invoices (billing) and Payments (collection). You must specify the type in the Transaction Type column.
Navigate to the "Orders, Invoicing & Payments" worksheet in the document to enter specific business data.
| Field Name | Required? | Description & Rules |
|---|---|---|
| Customer Name | Required | The official name of the client. Must match exactly across all sheets. |
| Order ID | Required | A unique identifier for the contract or order (e.g., ORD-2023-001). Required for both Invoices and Payments. |
| Order Date | Required | The date the order was placed or contract signed. Required for both Invoices and Payments. |
| Order Name | Optional | A short description of the order (e.g., "Q3 License", "Consulting"). |
| Order Amount | Required | The total value of the order/contract. Required for both Invoices and Payments. |
| Order Cost | Conditional | Direct cost associated with the order. • Rule: Fill this if you know the exact cost. If filled, Profit = (Amount - Cost) / Amount. |
| Service Rate | Conditional | The daily rate used to estimate profit if cost is unknown. • Rule: Required if Order Cost is blank. • Rule: Leave blank if Order Cost is provided. |
| Payment Terms (days) | Required (for Invoices) | The agreed number of days for payment (e.g., 30, 60). |
| Invoice ID | Required (for Invoices) | The unique number of the invoice sent to the client (e.g., INV-1001). |
| Transaction Type | Required | Must be either invoice or payment. |
| Date | Required | • For invoice: The billing date. • For payment: The actual date money was received. |
| Amount | Required | • For invoice: The invoice amount. • For payment: The actual amount received. |
| Associated Invoice ID | Conditional | Links a payment to its original invoice. • Rule: Mandatory when Transaction Type is payment. Leave blank for invoices. |
Scenario A: Recording a New Invoice (Profit calculated via Cost)
You signed a $10,000 contract. You know the direct cost is $6,000.
Scenario B: Recording a New Invoice (Profit estimated via Service Rate)
You signed a $5,000 service contract. You don't track direct costs per project, but the daily rate is $1,000 (which implies a high margin in your settings).
Scenario C: Recording a Payment
The client paid the $10,000 invoice from Scenario A.
| Field | Scenario A | Scenario B | Scenario C |
|---|---|---|---|
| Customer Name | Acme Corp | Beta Ltd | Acme Corp |
| Order ID | ORD-001 | ORD-002 | ORD-001 |
| Order Date | 2025-01-01 | 2025-02-01 | 2025-01-01 |
| Order Amount | 10,000 | 5,000 | 10,000 |
| Order Cost | 6,000 | (Empty) | (Empty) |
| Service Rate | (Empty) | 1,000 | (Empty) |
| Payment Terms | 30 | 15 | (Empty) |
| Invoice ID | INV-100 | INV-101 | (Empty) |
| Transaction Type | invoice | invoice | payment |
| Date | 2025-01-01 | 2025-02-01 | 2025-01-15 |
| Amount | 10,000 | 5,000 | 10,000 |
| Associated Invoice ID | (Empty) | (Empty) | INV-100 |
💡 Pro Tip: For Payment rows (Scenario C), please ensure you fill in the Order ID, Order Date, and Order Amount (matching the original order), along with the Associated Invoice ID. This ensures data consistency for reporting.
Calculate the health score for all customers based on the latest data.
Ensure your data in Orders, Invoicing & Payments is up to date.
Click Customer Health(On-Premises) > Update Today's Health Score.
Figure 6.2: Pro Menu Interface
The system will update the Customer Overview and append a record to Historical Health Score. For detailed information, see the 8. Insight: Health Report section.
💡 Pro Tip: Run this manually after you have batch-imported a lot of new transaction data to see the immediate impact on customer health.
Use Case: This feature is designed for first-time users who have historical transaction data and want to calculate past health scores (e.g., "What was the health score for all my clients on Jan 1st, Feb 1st, etc.?") to build a trend line immediately.
Click Customer Health(On-Premises) > Bulk Add Historical Scores. The system will append data to Historical Health Score.
Figure 7.1: Bulk Add Historical Scores Operation
A date picker dialog will appear:
Click Run Bulk Add.
If you leave date fields blank, the system applies the following logic:
⚠️ Important Warning:
If you leave dates blank or select a very wide range (e.g., > 1 year), the system will calculate a score for every single day in that period for every client. This process may take significant time. The system will ask for your confirmation before proceeding. Please keep the browser open until you see the "Finished" notification.
💡 Pro Tip: To avoid timeouts, process history in chunks (e.g., 3 months at a time) rather than running 5 years of history at once.
Gain deep insights into your customer base using two powerful views.
For a quick, high-level analysis, navigate to the Customer Overview sheet.
Figure 8.1: Customer Overview Interface
Use Case: Use filters on this sheet to quickly identify "At-Risk" (Low Score) customers or find your "Lighthouse" (High Score) customers for upselling opportunities.
For a deep-dive into a single customer's health profile.
Click Customer Health(On-Premises) > Open Report.
Select a Customer and Date, then click Query.
Figure 8.2.2: Customer Health Query Interface
Figure 8.2.3: Radar Chart Interface
Figure 8.2.3: Metrics Breakdown Interface
Figure 8.2.3: Trend Analysis Interface
💡 Pro Tip: Use the Trend Analysis to prepare for QBRs (Quarterly Business Reviews). Showing a client that their "Payment Period" trend is improving can be a great talking point.
The Strategic Customer Matrix is a powerful decision-making tool designed to help you segment your customer base not just by health, but by strategic value. By plotting customers on a 2x2 matrix, you can instantly identify who needs attention (Risk) and who offers opportunity (Growth).
To access the matrix, click Customer Health(On-Premises) > Strategic Customer Matrix from the top menu.
When you first open the tool, you will see the Strategy Guide page. This page presents 6 different "lenses" through which you can view your customer portfolio. Click on any card to load that specific view.
Figure 8.3.1: Strategic Customer Matrix Interface
Each view plots Health Score on the X-axis against a different Business Metric on the Y-axis.
Y-Axis: Average Order Amount ($)
Figure 8.3.2A: Customer Matrix by Current View
Goal: Retention.
Key Insight: Who are my high-paying clients that are at risk?
Priority 0 (Top-Left): Critical Risk. These clients pay you the most but have the lowest health scores. Immediate action is required to prevent churn.
Y-Axis: Total Opportunity Amount ($)
Figure 8.3.2B: Customer Matrix by Future Potential
Goal: Expansion / Upsell.
Key Insight: Which healthy clients have the biggest budget for new projects?
Priority 0 (Top-Right): Gold Mine. High health + High potential. These are your easiest upsell targets.
Y-Axis: Industry Position Score
Figure 8.3.2C: Customer Matrix by Industry Position
Goal: Brand Reputation.
Priority 0 (Top-Left): Reputation Risk. An influential market leader is unhappy. If they churn, it hurts your brand reputation.
Y-Axis: Profit Margin (%)
Figure 8.3.2D: Customer Matrix by Profitability
Goal: Cost Optimization.
Priority 0 (Bottom-Left): Lose-Lose. Low margin and low health. These accounts may be costing you money to serve.
Y-Axis: Average Payment Period (Days)
Figure 8.3.2E: Customer Matrix by Payment Speed
Goal: Cash Flow.
Key Insight: Identify slow-paying clients to improve cash flow.
Priority 0 (Top-Left): Bad Debt Risk. Clients who pay slowly (High Days) and are unhappy (Low Health). High risk of non-payment.
Y-Axis: Collection Rate (%)
Figure 8.3.2F: Customer Matrix by Collection Risk
Goal: Credit Management.
Priority 0 (Bottom-Left): Severe Debt. Low collection rate and low health. Legal intervention may be needed.
The matrix divides your customers into four quadrants based on two thresholds:
Dot Number: Represents the Action Priority. For example, #1 is the most urgent customer to address in the current view.
The customer list below the chart shows the details for each number.
The customer list is automatically sorted to help you focus on what matters most.
Quadrant Priority: We rank customers based on the strategic importance of their quadrant.
Example (Current Value View): The "Critical Risk" quadrant (Top-Left) is ranked highest because saving a high-value churner is priority #1.
Example (Future Potential View): The "Gold Mine" quadrant (Top-Right) is ranked highest because closing a deal with a happy client is the easiest win.
Value Sorting: Within the same quadrant, customers are sorted by their Y-Axis Value.
Standard: Higher value = Higher rank (e.g., larger order amount).
Exceptions: For Payment Efficiency, higher days (slower payment) = Higher rank (more urgent). For Profit/Collection, lower % = Higher rank (more urgent).
Set it and forget it. Allow the system to check your customer health every night.
Click Customer Health(On-Premises) > Automatic Daily Health Score Update > Enable.
You will see a "Success!" prompt.
Figure 9.2: Enable Automatic Daily Health Score Update
From now on, the system will run the calculation automatically every morning (approx. 1:00 AM). You can disable this at any time using the Disable menu option.
💡 Pro Tip: If the automatic update ever fails (e.g., due to bad data format), the system is designed to handle errors gracefully and will continue to function normally.
If you've checked the guides and are still having trouble, please don't hesitate to reach out. We're here to help!
You can contact our support team at: truonghugusa@gmail.com
Please include a description of the problem and, if possible, a screenshot of any error messages or the execution log. This will help us resolve your issue much faster.