CSM Pulse is a 1–10 score you set on an account to tell Zudo what you know that the automated metrics can’t capture. It feeds directly into the health score calculation and requires a note so your team has context on your reasoning.
When to use it
The five automated health factors are objective, but they miss things. Set a CSM Pulse when:
- An executive sponsor just left the company
- The customer mentioned they’re evaluating competitors
- Budget was frozen or a renewal conversation went badly
- You had a great expansion call and the relationship is stronger than the data shows
- The account is self-sufficient — they rarely engage, but they’re happy
How to set it
Open the account
Navigate to the account you want to assess.
Find CSM Pulse
Scroll to the CSM Pulse section on the account page.
Score and explain
Enter a score from 1 (critical) to 10 (outstanding) and write a note explaining your assessment. The note is
required — it creates a record of your reasoning.
Score scale
| Score | Meaning |
|---|
| 10 | Outstanding — exceptional relationship, customer is thriving |
| 9 | Excellent — very strong, minimal concerns |
| 8 | Very good — solid with minor areas to watch |
| 7 | Good — generally healthy, some follow-ups needed |
| 6 | Above average — mostly fine, a few concerns |
| 5 | Neutral — uncertain, neither clearly good nor bad |
| 4 | Below average — noticeable issues need attention |
| 3 | Concerning — significant problems, proactive action needed |
| 2 | Very concerning — serious risk, immediate attention required |
| 1 | Critical — crisis or imminent churn risk |
Expiration
Pulse scores expire to prevent stale overrides:
| Score range | Expires after |
|---|
| 2–9 (standard) | 90 days |
| 1 or 10 (extreme) | 30 days |
Extreme scores (1 and 10) expire after just 30 days because they have an outsized effect on the health calculation.
Zudo needs you to reconfirm them more frequently.
Extreme Pulse
When you set a pulse of 1 or 10, Zudo applies special handling:
- Pulse = 1 guarantees the account is placed in the Critical health tier, no matter how good the automated metrics look.
- Pulse = 10 guarantees the account is placed in the Healthy tier, even if the automated metrics are poor.
The pulse weight is also amplified (1.5x by default) so your high-conviction assessment carries more influence. When active, a small indicator appears on the health score gauge: ↑ (green, boosted by pulse 10) or ↓ (red, reduced by pulse 1).
This is intentional — if you know a customer told you they’re leaving, a score of 76 doesn’t reflect reality. Pulse = 1 ensures the account shows as Critical so it gets the right attention. 