Most customer health scores miss the mark — either oversimplified or packed with data that doesn’t drive action. In this post, we break down how to build a health score that actually reflects customer sentiment, behavior, and risk. From CSAT to product usage and renewal timing, learn what to track and how to turn insight into impact.

Don’t let your support team become unpaid developers.
If you offer customizable software or hardware, you've likely felt the pain: resellers and power users push your product beyond documented limits—then call support when it breaks.

In this guide, I share the strategy I give execs weekly: how to protect your support, engineering, and DevOps teams from being dragged into the chaos of undocumented customizations.

🔧 Core support boundaries
💼 Paid professional services
📉 The hidden cost to engineering
📊 Tactics for tracking and enforcing customization scope

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#TechSupportStrategy #SaaSOperations #CustomerSuccess #SupportScalability #ProductLeadership #CXStrategy #DevOps #SupportOps