If 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.
Read the articleA CSM team worried about coming across as annoying when following up with customers. The real issue wasn’t tone, it was that success had never actually been defined.
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