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Thinking Out Loud

Posts on Customer Success, revenue operations, and what it actually takes to build durable retention.

How to build a value performance scoring system for your CS portfolio

Featured

How to build a value performance scoring system for your CS portfolio

If your health score can't tell a customer what to do differently, what is it actually for?

15 min read
Customer Success CS Operations Health Scoring Value Realization

Other posts

24.5%

average core feature adoption across SaaS companies

79%

of those same companies rely on a product-led growth strategy

Userpilot 2025 SaaS Benchmarks Report

Is the word 'adoption' why we're failing at...adoption?

If your growth depends on the product, what does 24.5% adoption say about your expected growth?

4 min read
Customer Success Adoption CS Strategy
+5 pts

NRR lift when customer enablement is present in CS workflows

ChurnZero 2025 CS Leadership Study

How much of a customer's success can a vendor truly own?

How many of your playbooks include actionable steps for your customers?

4 min read
Customer Success Playbooks CS Operations
85%

of SaaS companies say they have a formal renewal process

30%

say their renewal process is effective

BetterCloud's 2025 State of SaaS Report

Owning renewals gives your CS team a seat at the table, but are your CSMs ready?

Is the solution to fix the process or the infrastructure supporting it?

5 min read
Customer Success Renewals CS Operations