I'm going down this path and building it myself. Though I provide software and service rather than "SAAS". I started comparing the time vs. income per custome

I'm going down this path and building it myself. Though I provide software and service rather than "SAAS". I started comparing the time vs. income per customer. The best ones never call, rarely use the product and pay on time. I plan to factor in more time and $ costs but it will probably be the same result. Now I want to measure how effectively I am empowering my users.