UPMC HEALTH SYSTEM

Customer Health is an automatic 0–10 score that updates as you work the account.

• Relationship freshness (0–3): Last contact within 30/60/90 days.
• Follow-up discipline (0–1): Next follow-up not overdue.
• Activity momentum (0–2): Activities logged in the last 30 days.
• QBR & CSAT (0–2): Recent completed QBRs and satisfaction score.
• Pipeline quality (0–1.5): Open quote value (90d) and recent wins (180d), capped.
• Ownership (−0.5): −0.5 if account is unassigned/Undetermined.

The score is rounded to an integer and clamped between 0 and 10.

Weights and caps can be tuned later as your process matures.

We show two complementary win-rate views so you can judge both closing performance and the quality of quotes originated in a period.

Win rate (by decision date)

• Counts quotes that closed (Accepted or Rejected) in the selected date range, using the quote’s Accepted/Rejected date.
• Formula: Won ÷ (Won + Lost).
• Sent (open) quotes are not included in the rate.

Win rate (by created date)

• Looks at the cohort of quotes created in the date range (uses Quote Date) and checks what % of that cohort has closed as wins so far.
• Formula: Won(cohort) ÷ (Won + Lost in the cohort).
• Open quotes from that cohort are excluded from the denominator until they close.

Why both?

• Decision date: “What did we win/lose this period?” (closing outcomes).
• Created date: “How strong were the quotes we started this period?” (cohort quality).

Tip: small sample sizes can swing the rate; look at counts next to the percentages.