Often, a company's customer success teams spend their time responding to customers that keep coming back with problem areas. In this process, the company may end up over-servicing some accounts while neglecting others that have better potential of continuing with the company. Therefore, every SaaS company must establish, monitor, and respond to customer health scores. This can help customer success managers in easier identification and dealing with risk. This metric is also used to identify customer behavior patterns that can be studied early on and a potential churn can be avoided.To improve customer health score, customer service teams must be in contact with customers to find out issues early on and focus on usage patterns to offer enhanced products/services before a customer drops out.