Overview

Account Intelligence gives you one view of every account in your book: how healthy each one is, which accounts are drifting towards churn, and which are ready to grow. Every account gets a health score from 0 to 100. Higher is healthier.

Use it to:

See the overall health of your book at a glance.
Find the accounts that need a touch this week.
Spot expansion candidates and their estimated upside.
Compare territories by revenue, pipeline and health.

Where to find it

Accounts zoom tabs: select Account Intelligence (next to Portfolio, Value & Impact and Contacts). The page lives at /crm/account-intelligence.
Command Centre: on the Account Intelligence card, select Explore. The Avg Health Score tile on the same page also opens Account Intelligence.
Home: select the Account Intelligence tile.

The bar across the top reads ◇ ACCOUNT INTELLIGENCE, followed by a quarter label (for example FY26 Q4) and Book of business. On the right you will see:

Updated … ago: when the figures on screen were last calculated, for example Updated less than a minute ago.
UPDATING: a small pill that shows while new figures are loading behind the current ones.
Filters: narrows the dashboard (see below). An orange badge shows how many filter groups are active.
Refresh: recalculates the dashboard from your latest CRM data. A Dashboard refreshed successfully message confirms it.

Filters

The Filters panel has three groups. Choose one value per group.

Owner: members of your organisation. Shows accounts owned by that person.
Territory: territories built from account billing addresses, shown as Country, State or just Country.
Industry: a fixed list of common industries (Technology, Healthcare, Finance and so on). It matches the industry recorded on the account.

Select Filters.
Tick one value in any of the groups you want to use.
Select Apply. The panel closes and the dashboard reloads for the filtered set.
To clear everything, open Filters again and select Reset.

Filters apply to the Pulse strip, the hero tabs, the matrix and the health distribution. The Territory performance table always shows your whole book.

The Pulse strip

The row of headline figures at the top of the page:

TOTAL ACCOUNTS: the number of accounts in view.
AVG HEALTH SCORE: the average health score, with a label: ● Healthy at 70 or above, ● Fair from 50 to 69.9, and ● At Risk below 50.
CLOSED REVENUE: the total value of closed-won deals across these accounts, all time.
OPEN PIPELINE: the total value of open deals. The line beneath shows coverage, for example 3.5× coverage, which is open pipeline divided by closed revenue.
AVG WIN RATE: the average of each account’s win rate.
ACCOUNTS AT RISK: the number of accounts with a health score of 50 or below, with their share of the book (for example ● 43% of book).
ARR AT RISK: the annual contract value of accounts whose latest Value & Impact assessment says they are under-delivering, with the number of those accounts (for example ● 4 under-delivering). If no account is under-delivering, this cell shows EXPANSION CANDIDATES and its share of the book instead.

Hover over any money figure to see the exact amount. Below the strip, a currency footnote explains how amounts were converted (see Currency below).

Pulse, At risk and Expansion tabs

Below the strip are three tabs. Each tab shows a count badge.

Pulse

Headed TODAY’S FOCUS · PULSE. It gives a short summary of your book: the pipeline-to-revenue coverage ratio, the number of accounts flagged, and the share of the book with no activity in over 30 days. On the right are three figures: Open pipeline, Pipeline coverage and Avg win rate. The tab badge shows the total number of accounts.

At risk

The tab badge shows the same number as ACCOUNTS AT RISK (health score of 50 or below). The list on this tab is chosen differently. It uses a separate churn risk score (explained under Churn risk score below) and shows the accounts rated High or Critical, highest risk first. The two numbers can differ: an account can have a reasonable health score and still show churn warning signs, or the reverse.

The heading tells you how many accounts were flagged, for example 10 accounts need a touch this week. On the right are Value exposed (open pipeline plus closed-won value across the flagged accounts) and Accounts flagged. The table shows up to eight accounts:

Account: the account name, which links to the account.
Owner and Territory.
Pipeline / Rev.: open pipeline, or closed-won value when the account has no open pipeline.
Days idle: days since the last recorded activity.
Delivery: the latest Value & Impact category: Over-delivering, On track, Under-delivering or No data. A dash means no assessment exists.
Renewal: days to contract renewal, shown in red within 90 days and amber within 180 days. Blank beyond that.
View account →: opens the account.

Select anywhere else on a row to open the account drawer.

Expansion

Lists the accounts with the highest expansion score (explained below). The heading shows how many are ready to grow. On the right are Est. expansion value and Candidates. Columns:

Account and Owner.
Current ARR: the account’s total closed-won deal value to date.
Est. upside: how far the account’s closed-won value sits below the average for accounts in the same industry.
Delivery and Renewal: as on the At risk tab.
Expansion readiness: the readiness from the latest Value & Impact assessment when there is one; otherwise the expansion rating (High or Very High).
View account →: opens the account.

The account drawer

Select a row on the At risk or Expansion tab, or a bubble in the matrix, and a panel slides in from the right. It shows Account · #ID, the account name, and its territory and owner.

Stats

Health score: green at 70 or above, amber from 50, red below 50.
Revenue: closed-won value. Pipeline: open deal value, shown when there is some.
Churn risk and Expansion score: both from 0 to 100.
Est. upside: shown for expansion candidates.
Days idle: shown in red when over 30 days.
Win rate.

Value delivery

Shown when the account has a Value & Impact assessment:

Fulfillment score: a percentage bar (green at 75% or above, amber from 50%, red below).
The delivery category, an Expansion readiness tag, and Renewal in …d when renewal is within 180 days.
The assessment’s fulfilment commentary.

See the Value & Impact guide for how assessments are produced.

Actions

View full profile: opens the account. See the Account cockpit guide.
Recommended actions: up to three actions from the account’s latest Value & Impact assessment. When there are none, the section is headed Suggested plays and shows generic prompts for at-risk or growth accounts.
Risk factors: the churn signals that apply to the account, when there are any.

Risk × Expansion matrix and Health distribution

Risk × Expansion potential

A scatter chart headed DISTRIBUTION · Risk × Expansion potential, with the number of accounts shown. Each bubble is an account:

Across: RISK SCORE →, the churn risk score from 0 to 100.
Up: EXPANSION →, the expansion score from 0 to 100.
Bubble size reflects the account’s closed-won value. Bubble colour is the health category.
Dashed lines mark 50 on each axis. PROTECT labels the lower-risk side and RECOVER the higher-risk side.

Hover over a bubble to see its risk, expansion, revenue and health. Select a bubble to open the account drawer. Bubbles are nudged slightly apart so accounts with identical scores do not hide each other.

Health distribution

Headed COMPOSITION · Health distribution, with the account count and average score. A stacked bar and four rows show how many accounts fall into each category, with percentages:

Healthy: Active, expanding, on plan
Fair: Mixed signals, monitor
At Risk: Churn risk · limited activity
Critical: Immediate attention required

Territory performance

Headed GEOGRAPHY · Territory performance. Territories come from account billing addresses (Country, State, for example New Zealand, Wellington). The table always covers your whole book, whatever filters you have applied.

Use the Revenue / Pipeline / Health toggle to re-sort the table and change the last column. Columns:

TERRITORY: with a coloured dot reflecting average health.
ACCTS: number of accounts.
PEN.: the territory’s share of all your accounts.
WIN %: average account win rate.
HEALTH: average health score.
DISTRIBUTION: a bar comparing the territory with the largest one for the selected measure.
REVENUE, PIPELINE or SCORE: closed-won value, open pipeline or average health, depending on the toggle. Not tracked means the territory has no value for that measure.

Currency

All money on the dashboard is shown in your organisation’s reporting currency. Deals in other currencies are converted: won and lost deals at the rate for the month they closed, open deals at the latest rate. A footnote under the Pulse strip says how, for example FX converted to NZD, rates as of Oct 2026.

If some deals have no exchange rate, the footnote warns Excluded from totals, no exchange rate, lists them, and links to Add exchange rates. Those deals are left out of the totals until a rate exists. See Reporting currency.

How the health score works

Each account’s health score blends three components:

Revenue (35%): 60% win rate and 40% open pipeline size. Pipeline is scored relative to the largest open pipeline among the accounts in view, so scores can shift slightly when you filter.
Execution (35%): how well the account’s open deals are being run, averaged across those deals and weighted by deal value. An account with no open deals gets a neutral 50.
Engagement (30%): half recency and half frequency. Recency is 100 for activity today, falling to 0 at 30 days or more. Frequency rises with the number of recent activities, reaching 100 at ten.

Health categories

If execution is very weak (below 30), the account is Critical when its score is below 50, otherwise At Risk.
Otherwise, a score of 70 or above with execution of at least 50 is Healthy.
A score of 50 or above is Fair.
A score of 25 or above is At Risk.
Anything lower is Critical.

ACCOUNTS AT RISK counts accounts with a score of 50 or below. Because categories also weigh execution, the At Risk and Critical rows in Health distribution will not always add up to the same number.

Churn risk score

A separate score from 0 to 100, built from three warning signs:

40 points: little recent activity (none for over 30 days, or fewer than two recent activities).
30 points: no deals won this quarter.
30 points: open pipeline smaller than the account’s average deal size.

Ratings: up to 25 is Low, up to 50 Medium, up to 75 High, above 75 Critical. The At risk tab lists High and Critical accounts.

Expansion score

Also 0 to 100, from three signals:

30 points: win rate above 50%.
30 points: more than five recent activities.
40 points: closed-won value less than half the average for accounts in the same industry (room to grow).

Ratings: up to 25 is Low, up to 50 Medium, up to 75 High, above 75 Very High. High and Very High accounts appear on the Expansion tab. Est. upsideis the gap between the industry average closed-won value and the account’s own.

How this differs from other scores

Deal Health Score rates a single open deal. Account health rates the whole account. See Deal Health Score Explained.
Value & Impact fulfilment measures whether you are delivering what the customer bought. It appears here in the Delivery column, ARR AT RISK and the drawer’s Value delivery section, but it is not part of the health score. See the Value & Impact guide.

Common workflows

Find the accounts that need attention

Open Accounts → Account Intelligence.
Check ACCOUNTS AT RISK and AVG HEALTH SCORE in the Pulse strip.
Select the At risk tab.
Scan Days idle, Delivery and Renewal to decide who to contact first.
Select a row to open the drawer and read Risk factors and Recommended actions.
Select View full profile to work the account.

Find growth opportunities

Select the Expansion tab.
Compare Est. upside and Expansion readiness.
Check Delivery: an under-delivering account is rarely ready for an expansion conversation.
Select View account → to plan the next step.

Review one rep’s or one region’s book

Select Filters.
Tick one Owner or one Territory, then select Apply.
Read the Pulse strip, tabs, matrix and health distribution for that slice.
Select Filters → Reset when you are done.

Other analysis pages

Two older analysis pages, an account health analysis page and Portfolio Analytics (revenue concentration and territory breakdown), still exist but have no navigation entries.

Loading, processing and error states

Loading: a spinner shows while the dashboard loads for the first time.
Processing: for larger books the figures are calculated in the background. A card titled Preparing account health signals shows a progress bar and Refreshing in … seconds…. The page checks every few seconds and shows the dashboard as soon as it is ready.
Updating: when you filter or refresh after the first load, the current figures stay on screen with an UPDATING pill until the new ones arrive.
Territory loading: grey placeholder bars show in Territory performance until its data arrives.
Errors: if the dashboard cannot load, a red message explains why, for example Processing timeout when background calculation took more than about five minutes.
Empty lists: No at-risk accounts detected — all accounts are performing well. on the At risk tab, No expansion opportunities identified yet. on the Expansion tab, and No data available in the matrix.

Troubleshooting

The At risk badge and the list heading show different numbers. They measure different things. The badge counts accounts with a health score of 50 or below. The list shows accounts with a High or Critical churn risk score.
At Risk plus Critical in Health distribution does not match ACCOUNTS AT RISK. Categories also weigh deal execution, so a few accounts land in a different category from their score alone.
Numbers don’t reflect a change you just made in your CRM. Select Refresh, then reload the page.
Territory performance ignores my filter. The territory table always shows your whole book.
An account has no territory or is in the wrong one. Territories come from the account’s billing country and state. Correct the address on the account.
Industry filter returns nothing. The account’s recorded industry must match one of the listed industries exactly.
Delivery shows a dash and the drawer has no Value delivery section. The account has no Value & Impact assessment yet. See the Value & Impact guide.
The footnote says amounts were excluded. Add the missing exchange rates via Add exchange rates.

You can also get these figures from an AI assistant through the account_intelligence_summary tool. See the MCP tool reference.

Account Intelligence: Health, Risk & Expansion Across Your Book