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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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.
The First 60 Days Running CS: Boring on Purpose
ByadminThe first two months set posture. The job isn’t heroics—it’s clarity. Outcomes the company expects from CS. Two or three leading indicators we’ll live and die by. Cadences that expose reality fast. What I do: – Map just enough of the current journey to find leverage, then stop mapping and run plays. – Publish a…
Service Blueprint vs Journey Map (Use Both)
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Onboarding: Three Checkpoints That Catch Most Problems
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Experience and Outcomes are all that matter.
ByadminChurn is a lagging indicator. By the time a customer cancels, the problem started months earlier, usually as low engagement or stalled adoption. If you’re reacting to churn risk at renewal time, you’re already behind. The simplest formula for keeping customers I have been able to validate is below: Retention = Experience + Outcomes(Adoption(Engagement)) Work…