Most SaaS companies track customer health using a simple score — green, yellow, red.
It feels neat and manageable. But here’s the reality:
Health isn’t static. It’s dynamic, evolving every day. And health scores have limits.
That’s why we need to move beyond a health score into a health system.
If you're in Customer Success, you've likely seen this before: A customer with a “green” health score churns without warning. Or worse — your team scrambles to rescue an account, but the health score never reflected the risk.
Why? Because traditional health models are broken.
They’re often static, backward-looking, and overly simplified. A single score can’t capture the complexity of real customer relationships, especially in high-growth SaaS environments where product usage, stakeholder dynamics, and business shifts change rapidly. I've observed this at HubSpot, Cisco and now at ServiceNow.
With the advent of AI, it’s time for a better way.
Most health scores today rely on a formula of 3–5 inputs:
As someone who spends her days at ServiceNow focusing on how technology empowers businesses to operate seamlessly, I’ve witnessed first‑hand the biggest fear IT leaders grapple with when it comes to cloud migration: downtime. The mere mention can trigger sleepless nights, tense meetings, and contingency plans with more paper than purpose.
But here’s the truth — moving from on‑premise to the cloud doesn’t have to be a nail‑biter. Done right, it’s not just achievable, it’s expected.
Here’s how to make the leap without breaking things (or trust).
The digital marketplace has exploded in recent years, with the latest statistics revealing a staggering figure of over 30 million online businesses fighting for attention across the globe. This unprecedented growth has simultaneously intensified the battle for consumer engagement. In this hyper-competitive landscape, simply having an online presence is no longer enough. Brands are facing an uphill struggle to cut through the noise, capture the fleeting attention of online shoppers, and cultivate loyalty that translates into repeat purchases.
The challenge lies not just in attracting new customers but also in nurturing those relationships to foster a sense of connection and value. Today's consumers have a plethora of options at their fingertips. They demand more than just a product or service; they seek seamless experiences, personalised interactions, and brands that resonate with their values. This requires a strategic and multifaceted approach to online sales, moving beyond traditional marketing tactics and embracing innovative strategies that build trust and drive conversions.
They say first impressions matter - and when it comes to your business, they start long before a customer walks through the door. Continuing the discussion around getting people in your shop, the way your exterior looks can influence whether someone decides to step inside or keep walking. A welcoming, well-maintained space signals professionalism and care, while a neglected one can turn potential customers away.
In a previous post about attracting more shoppers to your retail space, we explored strategies for increasing foot traffic. But getting people to your door is only half the battle - your exterior plays a crucial role in converting that interest into action.
So, whether you run a retail shop, office, warehouse, or manufacturing facility, your exterior should reflect the quality of what’s inside. Here’s how you can make sure it does.
