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Measuring Business-to-Business Relationship HealthMichael Levy
Managing SaaS RelationshipsStart-up
Platform
Managing SaaS RelationshipsStart-up
Platform
Manage Subscriptions
Managing SaaS RelationshipsStart-up
Platform
Manage Subscriptions
Managing SaaS RelationshipsStart-up
Want data-driven score
Old way
Want data-driven score
Old way
Want data-driven score
Old way New way
Want data-driven score
Old way New way
Desired score features
1. Update in realtime
Desired score features
1. Update in realtime
2. Customize to companies and learn with time
Desired score features
1. Update in realtime
2. Customize to companies and learn with time
3. Implementable in Java/Clojure
Score responds to events
Score responds to events
Score responds to events
Score responds to events
Score responds to events
Score responds to events
Machine learning to assess relationship health
Data • 6GB MySQL database dump • 100+ tables • Platform-use, CSM assessments,
communications, etc.
Machine learning to assess relationship health
Relationship Health Score
?
Machine learning to assess relationship health
Probability subscription
renewal
Relationship Health Score
Transform
?
Machine learning to assess relationship health
Random Forest
Probability subscription
renewal
Predict Relationship Health Score
Transform
?
Machine learning to assess relationship health
Random Forest
Probability subscription
renewal
Build Features
Predict Relationship Health Score
Transform
?
Feature EngineeringFeature Categories
• Subscription attributes
Feature EngineeringFeature Categories
• Subscription attributes
• Relationship details
Feature EngineeringFeature Categories
• Subscription attributes
• Relationship details
• CSM scores & notes
Feature EngineeringFeature Categories
• Subscription attributes
• Relationship details
• CSM scores & notes
• Customer pipelines
Feature Engineering
Recruit
On-board
Adopt
Feature Categories
• Subscription attributes
• Relationship details
• CSM scores & notes
• Customer pipelines
• Email, call & meeting records
Feature EngineeringFeature Categories
• Subscription attributes
• Relationship details
• CSM scores & notes
• Customer pipelines
• Email, call & meeting records
• Subscription attributes
• Relationship details
• CSM scores & notes
• Customer pipelines
• Email, call & meeting records
• Subscription attributes
• Relationship details
• CSM scores & notes
• Customer pipelines
• Email, call & meeting records
Feature EngineeringFeature Categories
Dramatic Increase in Accuracy
Michael Levy PhD in Computational Social Science, UC Davis
From Probability to ScoreScore = 100 x √Probability
Variable Importance
82% Decrease in Log Loss
