Integration Depth Scoring

Integration depth is the strongest retention predictor that most CS teams do not track. A client using three basic features is easy to replace. A client using twelve features, three integrations, and two custom workflows is embedded — switching would require rebuilding everything they have built. Integration depth scoring quantifies how embedded the solution is, which directly predicts switching cost and therefore retention probability.

1. Define the Depth Scale Level 1 (Surface): basic feature usage, no integrations, no customization. Level 2 (Established): advanced features, one or more integrations with existing systems. Level 3 (Embedded): custom workflows built on the solution, multiple integrations, solution is part of the client's core operations. Level 4 (Platform): the solution is a platform that other tools and processes depend on — removing it would require architectural redesign.
2. Score Each Account For each account, score integration depth on the four-level scale using objective criteria: feature usage breadth, integration count, customization presence, and dependency assessment. The score should be updated quarterly as clients deepen or shallow their integration.
3. Correlate to Retention Track retention rates by integration depth level. In most organizations, Level 1 accounts have 70-80% retention. Level 3 and 4 accounts have 95%+ retention. The correlation validates the scoring model and justifies investment in deepening integration for accounts at Levels 1 and 2.