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.
The 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…
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…
For most SaaS, three checkpoints prevent long tail pain: – Technical fit verified (auth, data in, integrations stable) – First value achieved (the “aha” the buyer actually cares about) – Owner named (who runs it day-to-day) If any checkpoint fails, pause expansion plays and fix root cause. Onboarding is leverage; don’t step over it.
Health scores work when they are legible and predictive. Keep the inputs few, stable, and behavior-based (e.g., activation milestones met, usage depth/recency, key feature adoption). Write the attribution rules down so you can explain changes. If you can’t predict churn or expansion better than chance, your model is a vanity metric—fix the inputs before tuning…
Involuntary 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.
Journey 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…