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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.

Tldr: skip to the bottom to access a spreadsheet that calculates the Return-on-Investment (ROI) of a Customer Success platform PLUS a quick explainer video on how to use the spreadsheet. Customer Success Platforms (CSPs) are designed to move the needle on Net Revenue Retention (NRR). Improving your rate of NRR directly impacts your SaaS company’s […]

We recently deployed some exciting improvements to Customer Success Playbooks and Tasks in Akita that will help your team create scalable, repeatable processes and provide better value to your customers.