The home of digital customer success.

Your Health Score Is Green But They Are Gone - The Silent Segment of Customers | Episode 109

Ever felt like you're talking to a wall with some of your customers? We all have that "silent segment" - those accounts that have seemingly ghosted us, showing no activity, sending no support tickets, yet potentially still showing "green" on our health scorecards. It's a common dilemma, and frankly, it's one of the scariest scenarios in customer success because silence often precedes churn. In this episode, I dive into how to identify these silent customers, differentiate between healthy sil...