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...