Client Tool · H.E.A.R.T. Framework™

Find the friction before it finds your churn.

Describe a specific customer flow. The Friction Finder identifies where it breaks, rates severity, and maps each point to the H.E.A.R.T. pillar it belongs in.

12.5%

Median B2B SaaS revenue churn in 2025

3×

Churn risk increase with support ticket spikes

5–25×

Cost of acquisition vs. retention

25%+

Profit increase from 5% retention improvement

Step 1

Select a flow template

Choose a pre-defined flow to pre-populate the analysis, or skip to describe your own below.

or describe your own

Step 2

Describe the customer flow

Walk through the flow as it actually happens today, not as it should. Include the steps, the teams involved, and where you already know things slow down.

0 characters

Please select a template or describe your flow before analysing.

Company name

Customer segment

Analysing

Mapping friction across your customer flow

Reading the flow structure

Identifying friction points

Rating severity by revenue impact

Mapping to H.E.A.R.T. pillars

Generating recommendations

Friction Analysis · H.E.A.R.T. Framework™

Flow Analysis

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H.E.A.R.T. Pillar Exposure

Friction Points

Ordered by severity. Click any item to expand the diagnosis and recommendation.

Turn this diagnosis into a working fix.

The Diagnostic Sprint takes this friction map and produces a prioritised action plan with ownership and measurable targets at each stage.

Learn about the Sprint → Book a debrief