Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?
The Customer Success Channel
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The Relationship Between CSM Score and Customer Health
Is it the quantitative data, meaning the usage and paying invoices on times, all of that? Or is it actually the CSM score that leads you to believe that the customer might be churning? That's a great question, but truthfully, they're connected. The CSM score drives the health score, so it's hard to disengage those two because our health score is calculated from our CSM score in part.
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