In healthcare, if equipment goes down, care goes down – and your customer success model has to keep up.

In this final episode, Taylor talks with Brad Casemore, Chief Customer & Growth Officer at PartsSource, about what retention looks like when the stakes are sky-high.

Brad shares why PartSource built value creation roadmaps for every customer, how AI helps them transform siloed data into prescriptive actions, and why benchmarking is one of the strongest tools for showing customers what’s possible.

They also break down the Customer Loyalty Index (CLI), how real-time signals catch risks early, and how AI tools help teams prep for high-pressure customer meetings in minutes, not days.

It’s a powerful close to the series – and a blueprint for making retention predictable.

Key takeaways:

• Healthcare runs on equipment uptime, and your success model has to support that.
• AI turns messy, siloed data into insights your team can use today.
• Value creation roadmaps help you align with changing customer strategies.
• Benchmarking shows customers what’s possible (and where they’re falling behind).
• Proactive management beats “surprise churn” every single time.
• Customer loyalty deserves its own measurement (e.g. like a CLI).
• High adoption creates better data, which leads to better decisions and outcomes.
• AI tools help teams prep for meetings in minutes instead of days.
• Customer feedback gets more strategic when you’ve already earned their trust.
• Deliver consistent value, and customers will bring you bigger challenges to solve.

Resources:

• Connect with Taylor on LinkedIn
• Connect with Brad on LinkedIn
• Ebook: The Future of Retention Is Agentic — How AI Agents Turn Signals into Action
• Gartner® Magic Quadrant™ for Customer Success Management Platforms
• Learn more about Staircase AI