Nobody has ever saved the money an ROI calculator promises, because freed-up time gets redeployed, not banked. The question that turns that number into real, provable value is what the customer plans to do with it.
Read the articleIf you leave proof of value to the customer, they’ll decide it without you and rarely give you the credit. Proof is two things, a sharp strategic outcome and rough predictors, and both need the customer’s agreement.
Read the articleAsk CSMs what they actually trust to judge account risk, and most will pick their gut over the health score. That’s not an adoption problem, it’s a design problem.
Read the articleA forecast quietly ran behind what the health scores predicted, and the reason wasn’t a people problem. It was a visibility problem, scores sitting stale while the accounts underneath kept changing.
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