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

What the Friction Finder returns

5–8 friction points identified in the journey stage or flow you describe, from the customer's perspective, not the internal process view.

Severity rating per friction point: Critical, High, or Medium, based on revenue impact and churn correlation patterns in B2B SaaS.

H.E.A.R.T. pillar mapping: which pillar the friction belongs to, so you know which part of the operating system is failing and where to fix it.

Specific recommendation per friction point: a concrete next action, not a general suggestion. Implementable without an additional engagement.

How it works

1

Select a journey template or describe your flow

Choose from six pre-loaded B2B SaaS journey templates or type a custom description of the flow you want analyzed. The more specific your input, the more targeted the friction points.

2

The tool analyzes the flow

The Friction Finder applies H.E.A.R.T. Framework™ diagnostic logic to the journey stage you describe, drawing on B2B SaaS friction patterns across the five pillars.

3

Review your friction map

Results appear on screen: 5–8 friction points, each with a severity rating, H.E.A.R.T. pillar tag, and a specific recommended action. Results are not emailed or stored.

4

Take it further with the Sprint

If the Friction Finder surfaces patterns across multiple stages, the CX Diagnostic Sprint maps the full journey, ranks all friction points by revenue impact, and delivers a prioritized action plan in two weeks.

Who this tool is for

The Friction Finder is a free Hub tool available to any registered visitor. It is designed for CS leaders, VP Customer Success, and CX practitioners who want a structured, H.E.A.R.T.-mapped analysis of a specific journey stage without booking a full engagement. For a diagnostic across all stages with revenue-impact prioritization and an executive readout, see the CX Diagnostic Sprint.

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

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