The Smallest Possible Health Model
Three inputs beat twelve: activation state, usage recency/depth, and key feature adoption. Start with equal weights. If AUC/ROC against churn is ~0.5, your inputs are wrong, not your math. Fix the signals first.
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Define Outcomes Before Playbooks
ByadminPlaybooks without outcomes turn into activity reports. Start with 2–3 customer outcomes you can measure (time-to-first-value, usage depth, key feature adoption). Then write plays that move those, and instrument the deltas. If a play can’t be tied to a metric next week, it’s not ready.
Service Blueprint vs Journey Map (Use Both)
ByadminJourney maps are user-facing narratives that show what the person sees and feels. Service blueprints add the “backstage” layers: people, processes, and systems that create those moments. A practical pattern is: map one critical path end-to-end as a journey, then layer a blueprint to expose owners and measurement. That’s usually enough to run a focused…
Digital CS Is Its Own Craft
ByadminDigital CS isn’t “CS, but cheaper.” It’s behavior‑driven messaging, self‑serve paths that don’t humiliate users, and targeted human help where it changes the slope. I build it around three loops: – Teach the next action. Contextual nudges beat newsletters. – Detect risk early. Silence is a signal. Weird patterns are, too. – Reward progress. Show…
CS ROI Without the Hand‑Waving
ByadminAttractive aggregate metrics can conceal the details we need to make informed decisions. Separate activity from effect and keep the math boring and consistent. Useful, defensible formulas:
Churn 101: Involuntary vs. Voluntary
ByadminInvoluntary churn is failure to collect (payment issues, expired cards). Voluntary churn is a decision (no value, no budget, switching). The fixes differ. Involuntary churn is mostly ops and billing hygiene. Voluntary churn is product–market fit, onboarding, and value communications. Separate the streams in your reporting or you’ll chase the wrong problems.
Value Reviews > QBRs
ByadminQBRs drift into slide parades. Run “value reviews” instead: restate the customer’s outcomes, show what moved, and agree on the next two experiments. Skip vanity metrics. End with a one‑page summary the exec can forward without translation.