Customer success
Customer health you can explain
Customers rarely churn suddenly. A health score should show you the signals early, and tell you why.
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PlaNath Blog
Delivery, implementation and customer success - written from the operator's chair.
Choosing tools
Spreadsheets are not the problem
The copy-paste between them is. A defence of the spreadsheet, and a diagnosis of when to stop.
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Trust and security
Data residency and the DPDP Act: what Indian buyers should ask
A practical checklist for evaluating where your SaaS vendor keeps your customers’ data.
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AI, honestly
What AI should and should not do in project management
A short, opinionated line between useful and dangerous.
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Unified support and delivery
Your knowledge base is a support metric, not a documentation project
Nobody reads your knowledge base because it was written for the wrong reader at the wrong moment.
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Customer success
The QBR you can prepare in twenty minutes
If preparing a quarterly review takes two days, the problem is not the review.
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Customer success
Churn is a lagging indicator
By the time it is in your churn report, the decision was made months ago. Here is where it was actually made.
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Customer success
Customer temperature: the metric your dashboard does not have
Health scores measure what is easy to count. Temperature is what your account managers already know and cannot prove.
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Implementation
Scope creep is a communication failure with a project-management name
The request in week three is not new. It was in the room during the deal and nobody wrote it down.
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Implementation
Stop measuring go-live
Time-to-first-value is a harder number to produce and a far more useful one to manage.
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Implementation
The handoff nobody owns
Sales to delivery to customer success. Two transitions, and most of the damage in the customer lifecycle happens at them.
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Implementation
Every implementation slips in the same three places
Data, access and decisions. Nothing else comes close, and all three are predictable.
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Implementation
From three months to two weeks
What actually changes when you standardise delivery — and the two things that do not.
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Implementation
The first thirty days decide the renewal
Implementation is not a cost centre. It is the only part of the customer lifecycle where you can still change the outcome cheaply.
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Honest status
Who is the keeper of the plan?
A short test for finding the one person accountable for a delivery — and what to do when the answer is nobody.
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Honest status
Every plan is written in the future tense
Why plans do not move themselves, and what has to happen for one to start.
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Honest status
Four tabs and two people
Why nobody in your organisation can answer “where are we?” without going to find out.
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