const healthScoreWeights = {
  productUsage: 0.30,      // 30%
  engagement: 0.25,        // 25%
  supportMetrics: 0.20,    // 20%
  businessOutcomes: 0.15,  // 15%
  relationshipStrength: 0.10 // 10%
};

function calculateHealthScore(account) {
  const scores = {
    productUsage: calculateUsageScore(account),
    engagement: calculateEngagementScore(account),
    supportMetrics: calculateSupportScore(account),
    businessOutcomes: calculateOutcomesScore(account),
    relationshipStrength: calculateRelationshipScore(account)
  };

  let totalScore = 0;
  for (const [metric, weight] of Object.entries(healthScoreWeights)) {
    totalScore += scores[metric] * weight;
  }

  return Math.round(totalScore);
}

function getHealthCategory(score) {
  if (score >= 80) return { status: 'green', action: 'expand' };
  if (score >= 50) return { status: 'yellow', action: 'nurture' };
  return { status: 'red', action: 'save' };
}

Metrics:
  - DAU/MAU ratio
  - Feature adoption breadth
  - Usage frequency trend
  - Active seats vs purchased

Scoring:
  90-100: Usage exceeds benchmarks
  70-89: Healthy usage patterns
  50-69: Below average usage
  0-49: At risk - low engagement

Metrics:
  - Meeting attendance
  - Response rates
  - Training completion
  - Community participation
  - NPS responses

Scoring:
  90-100: Highly engaged champion
  70-89: Regular engagement
  50-69: Sporadic engagement
  0-49: Disengaged - outreach needed

Metrics:
  - Ticket volume trend
  - Escalation frequency
  - Resolution satisfaction
  - Self-service adoption

Scoring:
  90-100: Minimal support needs, high CSAT
  70-89: Normal support pattern
  50-69: Elevated issues
  0-49: Critical - many unresolved issues

Metrics:
  - ROI achieved vs promised
  - KPI improvements
  - Goals met
  - Value realization

Scoring:
  90-100: Exceeding expected outcomes
  70-89: On track to meet goals
  50-69: Partial value realization
  0-49: Not achieving expected value

Metrics:
  - Executive sponsor access
  - Multi-threaded contacts
  - Champion strength
  - Competitive mentions

Scoring:
  90-100: Strong multi-threaded relationship
  70-89: Good sponsor relationship
  50-69: Single-threaded
  0-49: No executive access

Phase 1 - Onboarding (Days 0-90):
  Goals:
    - Complete implementation
    - Train key users
    - Achieve first value milestone
  Touchpoints:
    - Kick-off call (Day 1)
    - Weekly check-ins (Weeks 1-4)
    - Training sessions
    - Go-live celebration
  Metrics:
    - Time to value
    - Training completion %
    - Feature adoption

Phase 2 - Adoption (Days 90-180):
  Goals:
    - Expand usage
    - Identify champions
    - Document success stories
  Touchpoints:
    - Bi-weekly check-ins
    - Usage reviews
    - Advanced training
  Metrics:
    - DAU/MAU
    - Feature depth
    - NPS

Phase 3 - Optimization (Days 180-270):
  Goals:
    - Maximize ROI
    - Identify expansion opportunities
    - Strengthen relationships
  Touchpoints:
    - Monthly reviews
    - QBR preparation
    - Executive alignment
  Metrics:
    - ROI metrics
    - Expansion pipeline
    - Health score

Phase 4 - Renewal (Days 270-365):
  Goals:
    - Secure renewal
    - Execute expansion
    - Build advocacy
  Touchpoints:
    - Renewal kickoff (90 days out)
    - Business case review
    - Contract negotiation
  Metrics:
    - Renewal rate
    - Expansion ARR
    - References

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Red Flags:
  - Health score drop > 20 points
  - Executive sponsor left
  - Competitive RFP
  - Support escalations increasing
  - Usage declining > 30%
  - Missed QBRs
  - Delayed renewal conversation

Immediate Actions:
  1. Schedule executive touchpoint
  2. Conduct root cause analysis
  3. Create save plan
  4. Involve executive sponsor (internal)
  5. Offer concessions if justified

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Signals:
  - Usage hitting limits
  - New use cases emerging
  - Organizational growth
  - Champion promotion
  - Positive NPS/feedback
  - Successful QBR

Expansion Types:
  - Upsell: Higher tier, more features
  - Cross-sell: Additional products
  - Seat expansion: More users
  - Department expansion: New teams

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Team Metrics:
  Net Revenue Retention: > 110%
  Gross Retention: > 90%
  Average Health Score: > 75
  NPS: > 50
  Time to Value: < 30 days

Individual Metrics:
  Book of Business: $[X]M ARR
  Accounts: [X] customers
  Renewals On-Time: > 95%
  Expansion Rate: > 15%
  Health Score Improvement: +5 points/quarter

Enterprise (> $100k ARR):
  Touch model: High-touch
  CSM ratio: 1:8
  Touchpoints: Weekly/Bi-weekly
  QBRs: Quarterly

Mid-Market ($25k-$100k ARR):
  Touch model: Medium-touch
  CSM ratio: 1:25
  Touchpoints: Monthly
  QBRs: Bi-annually

SMB (< $25k ARR):
  Touch model: Tech-touch
  CSM ratio: 1:100+
  Touchpoints: Automated + triggered
  QBRs: On-demand

CRM: Salesforce / HubSpot
  - Account data
  - Opportunity tracking
  - Activity logging

CS Platform: Gainsight / ChurnZero
  - Health scores
  - Playbook automation
  - Journey orchestration

Analytics: Amplitude / Mixpanel
  - Product usage
  - Feature adoption
  - Engagement tracking

Communication: Slack / Teams
  - Customer channels
  - Internal escalation
  - Quick updates