Articles exploring customer success through the lens of behavioral science and experimentation. Practical frameworks for growth leaders who measure in revenue, not vanity metrics.
3 articles
Acquiring a new customer costs 5-7x more than expanding an existing one. Yet most SaaS teams still over-invest in acquisition and under-invest in expansion revenue. The behavioral economics of trust explains why.
By the time a customer tells you they're leaving, the decision was made weeks ago. Behavioral health scoring identifies the early warning signals that precede churn — giving you time to intervene.
Aggregate churn metrics mask the real story. Different customer cohorts churn for fundamentally different reasons, and only cohort-level analysis reveals which problems are worth solving.