Account Management
Account Health Check
An account health check is a short conversation with a customer to find out how things are going before problems become cancellations. It looks beyond usage figures to ask about satisfaction, internal support, changes and risks. Here are the questions to ask, designed to be answered in a relaxed call and to leave you with a clear view of the account.
17 questions
When to use this template
- Between formal reviews, on a regular schedule, to keep in touch with each customer's situation.
- When warning signs appear, such as lower usage, fewer logins, slower replies or a change of contact.
- Several months before a renewal date, to leave time to address any concerns.
- After a change at the customer, such as a merger, a new manager or a reorganisation.
Questions to ask
How things are going
- 01Overall, how are things going with our solution?
- 02How would you describe the relationship with our team right now?
- 03What has changed on your side since we last spoke?
Usage and results
- 04Who uses the solution regularly in your team, and is that changing?
- 05What are you using it for most at the moment?
- 06Are you getting the results you hoped for?
- 07What would you say is going well, and what is not?
Support inside the company
- 08Who in your company relies on this solution, and how do they feel about it?
- 09Who makes the decision on whether to keep it, and what matters most to them?
- 10How well known is the solution outside your own team?
Risks and alternatives
- 11Is anything making you question whether this is the right solution for you?
- 12Are you looking at other options or have you been approached by other providers?
- 13Are there budget or priority changes that could affect how you use us?
- 14Is anything about the way we work with you getting in the way?
Next steps
- 15What would help you get more out of the solution in the next few months?
- 16Is there anyone else we should be speaking with?
- 17Is there anything else you would like to tell us?
Tips for a useful conversation
- Make it a conversation about the customer's situation rather than a check on their usage, so that people share concerns freely.
- Ask about decision makers and internal sponsors, because accounts often leave when the champion does.
- Notice what is not said: hesitations and vague answers can signal a risk as much as complaints.
- Record a clear health status after each conversation and the reason for it, using the same criteria across accounts.
- Act quickly on a risk you hear: a promised follow-up within days builds more trust than a perfect plan weeks later.
Mistakes to avoid
- Relying only on usage data and never actually asking the customer.
- Waiting for the renewal window to check how the customer feels.
- Talking only to the day-to-day contact and missing the person who decides.
- Reacting to a risk with a discount offer before understanding its cause.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.