Vital Sign 03 of 05
Customer Heartbeat™
The stability, concentration, and behavior of your customer base. The clearest indicator of revenue fragility.
Why It Matters
When too much revenue comes from too few customers, losing any single client can destabilize the entire business. Concentration risk is invisible until a key customer leaves — and by then, it's too late to diversify.
Customer Heartbeat Monitor
Attention Indicated
31
%
Top client concentration
Revenue Distribution
Enterprise Client A
$45,200
31%
Client B
$18,400
13%
Client C
$14,600
10%
All others
$67,800
46%
Components
What Customer Heartbeat Measures
Three dimensions of customer health that determine exposure to revenue disruption.
Concentration Risk
Percentage of revenue from your largest customers. Above 25% from a single client indicates elevated exposure.
Revenue Distribution
How revenue spreads across your client base. Healthy businesses have multiple clients contributing meaningful revenue.
Behavior Patterns
Payment timing, order frequency, and engagement trends. Early signals often appear here before formal notice.
Early Indicators
Conditions That Indicate Customer Stress
These patterns suggest revenue fragility that may not be visible in aggregate numbers. Helcyon monitors for these conditions continuously.
Single client exceeds 25% of monthly revenue
Top three clients represent more than 50% of revenue
Large client showing payment delays or reduced orders
Concentration increasing over time rather than decreasing
Example Observation
Attention Indicated
Condition Observed
Customer concentration has increased from 24% to 31% over the past 90 days. Primary client now represents nearly one-third of monthly revenue.
Contributing Factors
Top client growth
+$8,200/mo
Other client attrition
-2 clients
Top client payment trend
+8 days avg
Case Observation
How This Appears in Practice
An example of how Customer Heartbeat monitoring surfaces conditions and the decisions that followed.
B2B Services Firm
$1.7M annual revenue · 14 clients
Condition Observed
Conditions Surfaced by Helcyon
Owner Decisions (Their Choice)
31% → 24%
Concentration Before / After
+3 clients
Change Observed
45 days
Time Between Observations
Understand Your Customer Health
Continuous monitoring. Plain-English summaries. You decide what to do about it.
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