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.
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.
Two canonical formulas: – Gross Revenue Retention (GRR) = (Starting ARR − Contraction − Churn) ÷ Starting ARR – Net Dollar Retention (NDR) = (Starting ARR + Expansion − Contraction − Churn) ÷ Starting ARR GRR shows how well you keep what you have. NDR shows whether existing customers grow enough to offset losses. They…
Playbooks 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.
Almost every organization has attempted customer journey mapping at some point. Too often, the result is an eye-pleasing visualization that soon sits forgotten in a slide deck. This happens because we don’t use CJMs in a way that guides us in solving real business problems. This methodology takes a different approach. It focuses on creating…
Keep risk reviews to three questions: what moved this account’s health since last review, what’s the next intervention, and what evidence says it will work. Ban status theater. If we can’t state the risk and the counterfactual clearly, log an assumption and test it.
Digital 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…
Customer Success is a company-wide strategy to maximize customer outcomes and, as a result, durable revenue (retention and expansion). In practice it integrates product knowledge, domain expertise, and relationship management into repeatable programs. The simplest test: do customers achieve the outcomes they hired the product for, and can we demonstrate that with data over time?