Knowledge Base
Let’s be honest: Net Promoter Score was never the Holy Grail. At best, it was a clever proxy. A single survey question that distilled sentiment into something leaders could track and boards could unde...
Executives love to complain they don’t have enough data. It’s become a ritual in boardrooms: if only we had more data, we’d finally get the answers. But the uncomfortable truth is the opposite. Most f...
Customer Success has a branding problem. Too often it’s framed as the “empathy function,” a team of relationship-builders keeping customers happy with smiles and friendly check-ins. It sounds nice. It...
Customers aren't thermometers.
They don’t reflect conditions—they create them. Yet most churn models treat them that way.
Every SaaS board deck has a churn model. And most of them are wrong.
Wh...
The real problem with your surveys isn’t response rate, it’s relevance.
Executives love to argue about survey response rates. Is 20% enough? Should we chase 40%? Maybe add another email nudge? The o...
There’s a peculiar obsession inside many companies: perfecting the basics. Entire projects are launched to shave a half-second off invoice processing time, or to improve delivery accuracy from 98.7% t...
Customer Lifetime Value (CLV) has always looked impressive. Greek symbols, discount rates, projections stretching into the horizon. It feels scientific, almost precise. But in practice, CLV is built o...
Every SaaS company seems to have a “customer health score.” It usually lives in a slide deck, presented with great seriousness to the board. A tidy number, often in red, yellow, or green, meant to sum...
