Zava Customer Health Playbook (Synthetic)

Goal: standardize interventions based on the primary health drivers.

1) Low usage / low adoption
- Action A: Schedule enablement session focused on top 2 under-used features.
- Action B: Identify power users and create a 30-day adoption plan (weekly checkpoints).
- Action C: Offer in-product office hours and share short how-to guides.
- Escalation: If SeatUtilization < 25% for 4+ weeks, engage Exec Sponsor and propose value reset.

2) Support friction / open critical tickets
- Action A: Open a swarming channel; assign an incident owner and daily updates.
- Action B: Review root cause and preventive measures; document workaround.
- Action C: Provide executive summary to customer leadership if Sev0/Sev1 impacts production.

3) Commercial risk (renewal soon, price sensitivity, late payments)
- Action A: Start renewal discovery 120 days out; confirm success criteria.
- Action B: Build ROI recap using usage improvements and outcomes.
- Action C: If late/disputed payments, align with finance and clarify invoice terms.

4) Relationship risk (missing or at-risk exec sponsor)
- Action A: Map stakeholders; request sponsor intro via champion.
- Action B: Offer an Executive Business Review (EBR) with outcomes and roadmap.
- Action C: If sponsor changed, deliver a 1-page "Why Zava" recap and next-quarter plan.

Standard Response Templates
- Exec Brief (1 page): Status, drivers, risks, plan, asks.
- CSM Action List (bullets): tasks, owners, due dates.