Clarivoxx Intelligence
Analysis, how-tos and research notes on customer experience, customer support and customer success. A new article every Monday, written from real operating work.
41 articles
How to run a quarterly business review customers attend: a 60-minute agenda, a one-week prep checklist, a value formula and a follow-up routine.
Read articleHow to map stakeholders in a B2B account: list decision roles, score power and support, measure coverage and fix single-threaded accounts.
Read articleHow to write a customer account plan that people use: seven blocks on two pages, the ARR × NRR target formula, five steps and a monthly review.
Read articleRenewal rate counts only the contracts that came due: accounts renewed ÷ accounts up for renewal for logos, renewed ARR ÷ ARR up for renewal for dollars.
Read articleA multi-year renewal pays off when the committed value beats the risk-adjusted value of renewing year by year, and it is easy to check.
Read articleBefore answering a renewal discount request, find the reason, price the cost over the full term and trade every concession for something of value.
Read articleA renewal risk review scores every account near its renewal date on five weighted factors and ends with a save plan for each account below 50.
Read articleA B2B SaaS renewal process starts 120 days out, gives every account one owner and one forecast category, and is judged by gross renewal rate.
Read articleEarly churn is decided by how fast new accounts reach first value, so I measure it by start cohort and act on stalled accounts within days.
Read articleA step-by-step sales to customer success handoff, with the 12 required fields, a worked example and three numbers to track each quarter.
Read articleHow to increase product adoption after onboarding: three simple formulas, a seat utilization example and five plays aimed at the features that matter.
Read articleA reusable 60-minute customer kickoff call agenda, with what to prepare, what to avoid and simple metrics for kickoff quality.
Read articleThe seven customer onboarding metrics that show whether new accounts start fast and stay, each with a formula and one cohort example.
Read articleHow to measure time to value in B2B SaaS: pick one value milestone, start the clock at signature and report the median per cohort.
Read articleSupport capacity planning from forecast to schedule, with the FTE formula, a worked example using occupancy and shrinkage, and a review rhythm.
Read articleA support team scorecard with 8 metrics to review weekly, each with a formula, a target and an owner, plus a worked week and a 30-minute agenda.
Read articleA ticket deflection strategy for B2B SaaS: an honest deflection formula, a worked example and a seven-step plan that keeps a person one click away.
Read articleHow to reduce escalations in customer support: what they cost, a 100-ticket audit to find the avoidable ones, six levers and a 60-day plan.
Read articleHow to reduce average handle time without hurting CSAT: find the searching and waiting inside each ticket, cut it with five levers and set guardrails.
Read articleHow to build a support QA program from scratch: a weighted scorecard, the QA score formula, a sampling plan, calibration and coaching that sticks.
Read articleHow to reduce ticket backlog without hiring: measure the excess, find where it sits and use six levers to make the queue shrink every day.
Read articleHow to improve first contact resolution in B2B support: the FCR formula, what each point saves, seven levers and a 90-day plan.
Read articleHow to calculate service level in a call center: the formula, a worked example, 80/20 explained, and why a green daily number hid a 52% morning.
Read articleCSAT is satisfied answers (4 and 5 on a 1 to 5 scale) divided by all answers, and this is how I found the real cause when ours fell from 86% to 80%.
Read articleNPS is the percentage of promoters (9 and 10) minus the percentage of detractors (0 to 6), shown here with a worked example and the margin of error behind it.
Read articleExpansion revenue is the sum of MRR increases from customers who were already paying, and this is how I calculate it, split it by source and test whether it will last.
Read articleRevenue churn is lost MRR ÷ starting MRR and customer churn is lost accounts ÷ starting accounts, shown with a two-month example where they move in opposite directions.
Read articleCost per ticket = total monthly support cost ÷ tickets handled that month. What to include, a worked example by channel, and how I lowered it without hurting CSAT.
Read articleGRR is (starting MRR − churn − contraction) ÷ starting MRR, the share of revenue you keep before expansion, so it can never go above 100%.
Read articleThe three plays I pair with health score alerts, the owner and deadline table my team uses, and a worked example that took NRR from 94% to 109%.
Read articleNRR is (starting MRR + expansion − contraction − churn) ÷ starting MRR, and it tells you whether your existing customers are growing or shrinking.
Read articleWhat a good customer health score looks like, how I benchmark bands against real churn with a 500-account example, and when to re-check them.
Read articleWhat a customer success playbook needs, the four I start every team with, and how I measure response time, recovery rate and save rate.
Read articleWhen customer health score alerts should fire, how to calculate score velocity, and how I pick thresholds that catch risk without flooding CSMs.
Read articleRetention analytics that leads to action: the four outcome metrics, a GRR and NRR worked example, cohorts and segments, and how I assign owners.
Read articleThe customer health score formula with weights, a worked example that scores 72.4, the signals worth using and how I test it against renewals.
Read articleThe 12 customer success KPIs I put on a CSM scorecard, grouped into retention, adoption and growth, with formulas, targets and a worked example of one portfolio.
Read articleGross retention leaves out expansion, net retention includes it. Both formulas on one quarter, a segment split that shows why the gap matters, and how to calculate them in Excel.
Read articleCSAT measures satisfaction with one interaction, NPS measures loyalty to the relationship, and CES measures effort. Formulas, a worked example and when to use each.
Read articleCustomer support is a sales skill: listening, diagnosing, explaining and earning trust are the core of consultative selling. How support teams can use them without pitching.
Read articleEvery customer interaction is a sales opportunity once you count retention, adoption and insight, not only upsell. The signals I listen for and how to act without pitching.
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