2 ms·
Last year, a SaaS company paid me to fix their onboarding. Churn was 23% monthly. Brutal. First call, the CS lead opened their dashboard. Gorgeous interface. R
by tanya-donska 11mo ago
Last year, a SaaS company paid me to fix their onboarding. Churn was 23% monthly. Brutal.
First call, the CS lead opened their dashboard. Gorgeous interface. Real-time health scores. Customer journey maps. Risk alerts. Engagement tracking across seven touchpoints.
“We have complete visibility.”
I asked if they knew why customers were leaving.
She pulled up someone who’d canceled yesterday. Health score the day before: 76/100. Green. Healthy. Low risk.
“The algorithm didn’t flag them.”
The algorithm was spending $2,400/month being confidently wrong.