Why NPS Is Failing You (and What to Measure Instead) - Dr. Bryan Hochstein

In this episode of The Emblazers: B2B Leaders Igniting Revenue, host Abby Kerr welcomes Dr. Bryan Hochstein, one of the leading academic voices in B2B sales and customer success. A former sales executive turned researcher, Bryan runs the Master’s in Sales Leadership program at the University of Alabama and has published in Harvard Business Review, Journal of Marketing, and the Journal of the Academy of Marketing Science.

Bryan joins Tim Riesterer to unpack how forward-thinking companies are using customer health scores not just to predict churn, but to fuel growth. Drawing from hundreds of executive interviews and his recent HBR article, Bryan explains the science behind measuring relationship quality, product usage, and value realization. Together, they explore how these predictive metrics are shaping the next generation of customer success and sales collaboration.

Tune in to learn:

• What makes customer health scoring a true revenue predictor

• Why traditional metrics like NPS and CSAT are no longer enough

• How relationship quality, product usage, and value realization connect to renewals and expansion

• How to calibrate your health score and use it to improve retention and acquisition

• Why CS and sales should share accountability for customer outcomes

Links and Resources:

• Connect with Abby Kerr
• Connect with Tim Riesterer

• Connect with Dr. Bryan Hochstein

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