Why We Don’t Have a Health Score As we’ve built Monocle , one question keeps coming up: “Where’s your customer health score?” The short answer: we don’t have one. The longer answer says everything about how we think the next generation of post-sales tools should work. Why Health Scores Fail in Practice I’ve built or inherited some version of a health score at every company I’ve worked with over the last decade. In theory, it’s a simple idea: one number that tells you if a cus

There’s a growing fear, almost a sense of inevitability, that AI will eventually replace knowledge workers. And when you see how fast...

The business world is changing faster than it ever has before. Generative AI can now write songs, paint portraits, summarize meetings,...

Customer Success (CS) is evolving—and fast. With headcount under scrutiny and customer expectations higher than ever, more companies are...

Customer Success consists of the tasks and jobs that need to get done for customers to squeeze every ounce of value out of a product....

The landscape of post-sales is shifting as both tools and personnel face increased scrutiny under the ROI microscope. Companies have...

By: Stephen Wise & John Snow Welcome to our second blog on all things customer success. We started this company to help demystify how to...

By: Stephen Wise & John Snow The customer success industry is at a unique juncture in our current environment. We see many arguments...