The Latest Posts from Iliyana's Blog
The Evolution of Customer Health: From Scores to Systems to AI
Customer health has always been a cornerstone of Customer Success — yet the way most organisations measure and act on it hasn’t evolved fast enough. Over the past few months, I’ve explored this transformation — from static health scores to dynamic,...
Read moreHow to Design Customer Health Alerts That Drive Action
Customer Success teams don’t struggle with a lack of data — they struggle with knowing what to do next. Dashboards are full of signals, metrics, and insights, but too often they sit unused. The problem isn’t visibility — it’s action. That’s why...
Read moreAI Customer Health Scoring: How to Build It (and How to Avoid Bias)
Customer health has always been at the heart of Customer Success. But in most SaaS organisations, the way we measure it hasn’t kept up with how customers actually evolve. We started with health scores — simple, single-number snapshots that promised...
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