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Calculating customer health scores is a necessary (and transformative) step in building a strong Customer Success program for Software-as-a-Service (SaaS) companies. Below I review what health scoring in SaaS is all about and identify the variables you should consider when building your customer health scoring model.

At Davos World Economic Forum 2016, there was much talk of the 4th Industrial revolution. The man who literally wrote the book on it, Professor Klaus Schwab, defines this revolution as being “…characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres.” As this revolution unfolds, we […]

Out with the old… We launched Akita in 2018 with the goal of making effective Customer Success Management software that was affordable for small businesses. By most measurements, it was a success. We had a rapidly growing customer base (and revenue) and our customers loved us. Despite this, we decided it wasn’t working. At least, […]

I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account manager tasked with increasing renewal rates and contract sizes at SaaS businesses. She was responsible for 50+ accounts but had no Customer Success specific software to help her manage and […]