Customer health and churn autopsies
Customer health brings account activity, lifecycle history, and cited reviews together in Customers. It is designed for B2B products where several known users can belong to one customer account.
Private beta. Customer health is available only to selected Business workspaces. It is not generally available. A workspace outside the reviewed beta sees an unavailable state and cannot start scoring or automation. Contact support if you want the workspace considered for the beta.
What the page separates
Section titled “What the page separates”leadmaps keeps two different kinds of information separate:
| Information | What it means | What it cannot prove |
|---|---|---|
| Customer health | Observed changes in account activity, product value events, active users, feature use, friction, and journey exits. | It cannot confirm cancellation or churn. |
| Lifecycle state | A trusted account update such as active, cancellation scheduled, paused, churned, or reactivated. | It does not prove which product experience caused the change. |
Silence or lower usage can place an account under review. It never becomes a confirmed cancellation or churn event by itself. A confirmed state requires a trusted lifecycle update from an owner or admin, an authorized API call, a mapped server event, or a supported CRM connection.
What you can see
Section titled “What you can see”The customer list shows:
- The explicit customer account and its known member count.
- The current behavioral health state and health score, when enough evidence exists.
- Evidence coverage, which is the confidence signal for the available data.
- The separately sourced lifecycle state.
- The most recent linked activity.
Open an account to inspect its ordered product journey, health evidence, lifecycle history, risk reviews, and churn autopsies. Review findings describe associations in the available evidence. They do not claim that one click, page, or issue caused churn.
Missing evidence lowers coverage. When there is not enough usable evidence, leadmaps shows Insufficient data or Not enough evidence instead of turning missing data into a risk claim.
Automatic reviews
Section titled “Automatic reviews”Automatic recalculation runs each day in bounded account batches. Owners and admins can also choose Refresh now after changing setup or lifecycle information. A trusted lifecycle change refreshes the affected account immediately; a very large workspace can finish its broader health refresh over later scheduled passes. The dashboard never assumes a new state before it is stored.
Two review types can appear:
- A risk review describes the observed account pattern behind a qualified health change.
- A churn autopsy appears only when a trusted lifecycle update confirms a scheduled cancellation or churn.
Every ready review includes the evidence that was available at generation time. If no stable first change can be supported, the review says so.
Start here
Section titled “Start here”- Follow Set up customer health to declare the account identity, product value events, and review cadence.
- Add a trusted lifecycle path using the dashboard, an authorized server integration, or a supported CRM mapping.
- Read Reviews, evidence, and privacy before using a finding in a customer conversation.
- Configure an optional Integration Hub automation only after the underlying customer state looks correct.
Workspace owners and admins can configure customer health, refresh it, record lifecycle corrections, manage integrations, and submit review feedback. Members and viewers can read customer health and evidence for workspaces they belong to, but cannot change lifecycle truth or settings.
Current limitations
Section titled “Current limitations”- The beta is limited to selected Business workspaces and can be disabled by the operator without changing stored analytics.
- Account identity must be supplied explicitly. leadmaps does not identify a company from an IP address, device, email domain, or model output.
- A customer-lifecycle CSV uploader is not part of the beta dashboard. The general event CSV importer must not be used as a lifecycle source.
- CRM lifecycle import requires an explicit company or deal mapping and a connection authorized for customer health and lifecycle access.
- Session replay is optional. A new replay citation is added only when consented replay evidence exists. A historical citation can outlive playback when the replay retention period ends.
- Externally shareable autopsy reports are not included in this beta.