---
name: claw-customer-radar
description: Compute Customer Health Score, sentiment trend, RFM, decision-chain map, churn signals. Fire Andon alerts when health crosses thresholds.
version: 0.1.0
author: Moments / Atlas team
license: MIT
metadata:
  hermes:
    category: atlas
    tags: [customer-success, chs, voc, churn, rfm, andon, atlas]
    related_skills: [claw-email-parser, claw-project-tracker, claw-report-writer]
    boundaries:
      - cross_customer_data_isolation
---

# claw-customer-radar

## Purpose

Atlas's third lens (after project and people). Tracks each external customer as an entity with health, sentiment trajectory, and early-warning signals.

## Inputs

- Email JSON (focus on external sender domains)
- `state/projects/*.json` (for project-health input to CHS)
- `state/customers/*.json` (existing customer cards)

## Outputs

- `state/customers/CUST-*.json`
- Andon alert JSON to `state/runs/alerts.json` when health crosses thresholds
- New `state/customers/UNCLASSIFIED-<domain>.json` for unknown customer domains

## Customer Health Score (CHS)

```
CHS = 0.4 × project_health
    + 0.3 × sentiment_trend_30d
    + 0.2 × email_frequency_normalcy
    + 0.1 × monetary_scale

Tier:
  ≥ 80 → 🟢 Green
  60 – 79 → 🟡 Yellow
  < 60 → 🔴 Red
```

### project_health
- Per associated project: Active=1.0, Stalled=0.3, Completed (recent)=1.0, Dropped=0
- Weighted average across that customer's projects

### sentiment_trend_30d
- VoC: extract customer-side quotes from Email JSON
- Sentiment scoring: per-quote score in [-1, +1] via LLM with calibrated rubric
- Trend = slope of last 30 days; convert to [0, 1] with `0.5 + slope/2`

### email_frequency_normalcy
- Compare last-30-day frequency to trailing-90-day baseline
- 0.5 ± deviation; ≤ 0.3 means significant drop (silence is a churn signal)

### monetary_scale
- Sum of associated project amounts, normalized against this client's customer book
- Big customers tilt the score so a Yellow on a whale beats a Yellow on a small one

## Sentiment Trend (separate field)

Stored as a 90-day series for chart rendering:

```json
"情绪趋势_90d": [
  {"date": "2026-02", "score": 0.7, "代表词": "期待 / 配合"},
  {"date": "2026-03", "score": 0.5, "代表词": "等候 / 询问"},
  {"date": "2026-04", "score": 0.2, "代表词": "催 / 失望"}
]
```

## VoC Extraction Rules

Surface up to 5 most-impactful customer quotes per 30-day window:
- Strong negative (`再这样我就找别家`, `你们到底什么时候能...`)
- Strong positive (`做得不错`, `非常感谢`)
- Decision-maker direct intervention (boss-level customer person speaks up)
- Threats / explicit deadlines

Each quote keeps source email ID and speaker identity.

## Decision Chain Map

For each customer, identify 2–5 key external people and their role:

| Role | Heuristic |
|------|-----------|
| `决策者` | most senior title in signature; or person whose intervention shifts thread |
| `执行接口` | most frequent external sender on operational topics |
| `用户` | recipient of deliverables, may be silent |
| `阻拦者` | person who frequently raises objections |

## Churn Signals

Maintain a list of signals; populate when triggered:

| Signal | Trigger |
|--------|---------|
| `决策者亲自施压` | Decision-maker speaks up after silence |
| `频率骤降` | 30d frequency < 30% of 90d baseline |
| `合同到期临近` | Within 60 days of known contract end (boss-provided) |
| `负面 VoC 累积` | ≥ 3 strong-negative quotes in 30 days |
| `项目同时 stall` | ≥ 2 projects with this customer in Stalled simultaneously |
| `关键人离职` | Detected via OOO message + replacement signature |

## Andon Alert Triggers (fire to `state/runs/alerts.json`)

- Tier transition Green→Yellow or Yellow→Red
- Strong-negative VoC quote
- ≥ 2 active churn signals simultaneously

Each alert includes: customer_id, trigger, source email IDs, recommended boss action, suppression-key (don't re-fire same alert within 24h of acknowledgment).

## Sample Output

See `state-schemas/customer.md` for full example. Key fields produced:

- `id`, `name`, `lifecycle_stage`
- `健康度` { score, 档位, 构成 }
- `情绪趋势_90d`
- `RFM` { Recency, Frequency, Monetary }
- `我方接口人` (cross-ref to people)
- `客户方决策链`
- `VoC_关键原话_30d`
- `流失预警信号`
- `老板视角建议`