How to Manage a Customer in Poor Health/With Low Product Usage

Review the customer’s product usage data in your CRM or Customer Success software to understand the risk signals and behaviors associated with the low health score.
Regardless of the healthscore, if the customer is never logging in or logging any activity in your product, they are at risk/of low health.
Reach out the to customer to schedule a discussion to better understand the situation
Prepare for the discussion – build slides to highlight data and insights and prepare recommendations
Design a plan with your customer to get things back on track
Send a follow up email with the plan detailed and ask for confirmation
Create the plan with associated tasks to track and manage improvement over time.