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.
What Customer Success Is (In One Paragraph)
ByadminCustomer 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?
Journey Maps for Fun and Retention
ByadminAlmost 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…
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…
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.
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…