The Merrily blog

Signals, not surveys.

Field notes on customer health, churn, and net revenue retention for the teams that own the relationship.

Featured

Jun 4, 20269 min read

What a customer health score should actually measure (and what most get wrong)

Most health scores are a login counter wearing a lab coat. Here is the framework we use to separate signals that predict renewal from the ones that just feel productive.

Dana Reeves

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Churn & Retention

May 21, 202610 min read

The leading indicators of B2B churn hiding in your support and product data

Churn is rarely a surprise. It is a slow leak with a paper trail. Here are the early signals buried in your support queue, product telemetry, and inbox, and how to read them before renewal.

Marcus Vela

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4 articles

RevOps

May 12, 20268 min read

Why NRR is the metric your board cares about, and how to actually move it

Net revenue retention compounds. It is the difference between a growth story and a leaky bucket. Here is why your board fixates on it, and the operational levers that genuinely move the number.

Priya Nandakumar

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RevOps

Apr 28, 20269 min read

Building a renewal forecast you can trust

A renewal forecast built on CSM optimism is a wish list. Here is how to build one grounded in observed account health, so the number you commit to is the number that lands.

Marcus Vela

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Customer Success

Apr 15, 20268 min read

Signals over surveys: the case against NPS as a health proxy

NPS measures who is willing to fill out a survey, not who is about to churn. Here is why behavioral signals beat survey scores as a measure of account health, and what to use instead.

Dana Reeves

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Product

Mar 30, 202611 min read

How AI reads customer conversations to catch risk early

The clearest churn signals live in language, not telemetry. Here is how modern AI turns thousands of messages, calls, and threads into structured, account-level risk you can act on.

Eli Brandt

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Signals, not surveys.

What a customer health score should actually measure (and what most get wrong)

The leading indicators of B2B churn hiding in your support and product data

Why NRR is the metric your board cares about, and how to actually move it

Building a renewal forecast you can trust

Signals over surveys: the case against NPS as a health proxy

How AI reads customer conversations to catch risk early

See every accountthe way Merrily does.

See every account
the way Merrily does.