Stephen Wise

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 customer is thriving...

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