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4 min read

What Makes a Health Score Predictive?

By Mary Cleary

History is full of infamously bad predictions. 

Topics: Customer Success Customer Experience
4 min read

What's in a Health Score?

By Mary Cleary

If you’re reading this, you probably know that a customer health score is a composite data point assigned to individual customers to summarize relationship health. It should enable you to understand how your customer relationships are likely to evolve in the future and know which accounts need attention at any given time. It needs to consider and weigh a variety of factors, and it’s only as good as the signals that feed it. 

Topics: Customer Success Customer Experience
4 min read

The Customer Feedback Stack: Part III

By Mary Cleary

This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ever before. In case you missed it, catch up on part I here and part II here

Topics: Customer Success Customer Support Customer Experience Voice of Customer
5 min read

Every Support and Success Team Has Trouble with their Tags

By Robbie Mitchell


Topics: Customer Success Customer Support
5 min read

Data-Driven Customer Success: a recap

By Mary Cleary

 

credit: Steph Bell

We’re excited to have hosted a productive event with the Customer Success community at Work-Bench last week, where we discussed the role of data in customer success with a line-up of all-star panelists.

Topics: Customer Success Events
5 min read

Team Chat is Taking Over B2B Customer Relationships

By George Davis


Topics: Customer Success Customer Support Customer Experience Slack
6 min read

Why Customer Collaboration is the New Secret to Customer Success

By George Davis

Customer Success has become one of the first functions at successful SaaS businesses because trial and churn dynamics impact the bottom line so dramatically. Recurring revenue from monthly subscriptions provides more predictable growth — but only if it recurs and expands.

Topics: Customer Success Customer Support