Meeting the needs of your customers starts with knowing them inside and out. A deep understanding of your customers helps prevent churn, drive expansion, and encourage referrals. In this Ask-Me-Anything session, three panelists take questions from the audience and discuss three approaches to understanding your customers with health scoring, Customer Advisory Boards (CABs) and qualitative approaches.

Ed Powers is a Principal Consultant at Service Excellence Partners, where he helps companies take an enterprise-wide approach to addressing churn. He’s previously led customer success at simPRO, a field service management software company, and InteiliSecure, a managed security services provider. In his consulting work, he has also helped over thirty different SaaS and Managed Service Provider companies improve their customer experience, reduce churn, and grow installed base revenue. In this guide, he explains how companies can use regression-backed customer health scores to predict and prevent customer churn.