#430 Strengthening Customer Connections

This week, we launched an internal Relationship Score for the Success team at Parabol.

While working with our Enterprise customers, we’ve used a health score to gauage account activity. The logic is simple: if active users are thriving, so is the account. But over time, we noticed something strange – this wasn’t a great predictor of expansion or churn.

So, we dug deeper. Looking back at the previous trimester, we found something more telling than raw activity numbers. It turns out that specific factors – like whether an Enterprise accounts has an Org Admin set up or whether they’ve established integrations – are far stronger indicators of long-term engagement. These elements, while tied to product usage, actually tell us much more about our relationship with the organization.

This realization led us to develop the Relationship Score – a new way of assessing the strength of connections with Enterprise accounts. Unlike the previous health score, the Relationship Score layers in structural and engagement-based signals that better reflect how embedded we are in a customer’s workflow.

With this shift, our Success team now has a clearer, more actionable lens working with accounts. It’s already paying off – our conversations with Enterprise customers are surfacing more valuable feedback than ever before. This, in turn, feeds directly to the Product team, helping inform the next Shape Up cycle.

We’re not stopping here. The Relationship Score is an evolving metric, and we’re actively refining it as we learn more.

This is a small change in perspective, but a big step forward in understanding what really drives lasting relationships.

Metrics this week show steady engagement, with web sessions up and total registered users continuing to grow. Active users and weekly meetings saw a small decline, but overall, things remain solid.

…attended the Rocky Mountain Cyber Symposium in Colorado Springs.

…added the ability to sort Teams by Member Count and Last Met date within Organization Settings.

…wrapped up Shape Up Cycle 6. Next up is a two-week Cool Down period to run a retro and tackle any bugs or outstanding work.

…start the process for the next Shape Up Cycle. We’ll be making bets and gathering team feedback.