Use the current customer record
Review customer health in Mango CS, using the current account information and the definitions shown in the app. Health indicators support a conversation; they are not, by themselves, a customer commitment or a substitute for checking the underlying context.
This sample does not define Northstar’s health score, thresholds, or status meanings. If an indicator conflicts with recent customer information, verify the source data and ask your manager how to handle the discrepancy before communicating a conclusion.
Read indicators with their context
Illustrative review prompts, not confirmed Northstar scoring rules.
Customer goals and progress
Compare the customer’s recorded goals with the progress and outcomes documented in Mango CS.
- Check whether the goal and owner are current.
- Record a specific example of progress or a remaining gap.
Engagement and open actions
Look at recent customer interactions and unresolved follow-ups before drawing a conclusion.
- Verify the date and context of the latest interaction.
- Check whether an open action has a named owner and next step.
Risks and dependencies
Review documented concerns and dependencies with the customer’s account context.
- Distinguish confirmed customer concerns from internal assumptions.
- Escalate an unresolved issue through the approved route.
Check the account before acting
Mango CS is the source for current customer-specific information.
Open the customer record in Mango CS.
Review the indicator definitions and supporting account details.
Record a verified next action or raise a discrepancy with your manager.