What are Escalations in Customer Success and How to Avoid Them?
Escalated customers are customers who have a high likelihood of churning. This is no news to many SaaS executives. Escalations frighten them as they consider them failures, periods when something went wrong and they were unable to mend it. But the truth is that most of them are preventable. They don’t just come out of […]
Net Revenue Retention (NRR): Formula, Benchmarks, and Why It Matters
As a SaaS leader, are you also someone who places high importance on acquiring customers? You celebrate large contract wins and keep track of how many bookings you acquire. However, what’s really important is having long-term sustainability, and that’s measured with NRR. It only asks one question: if you ceased gaining new customers tomorrow, would […]
Quarterly Business Reviews (QBRs): A Practical Guide for Customer Success Teams
It takes a CSM three days to import data from six separate systems and produce a 40-slide PowerPoint presentation. The customer has only 20 minutes of attention in the actual meeting but asks, “So what does this mean for us?” That is not a quarterly business review. That is a waste of time. A real […]
Customer Churn Rate: Formula, Benchmarks, and How to Reduce It
At a churn rate of 5% per month, this equates to losing almost 50% of your customers by the end of the year. Nevertheless, the majority of SaaS CEOs think about acquisition rather than retention. The twist? As per Bain & Company, retaining only 5% more of your customers can increase your bottom line by […]
Customer Health Score for SaaS: How to Build a Model That Predicts Churn and Expansion
Why did this customer churn if their customer health score was green? It cannot be denied that most health scores do not accurately reflect important metrics. While customers seem to have a consistent level of usage and show healthy signs of a continued relationship, until a point. When renewal comes around — poof! Gone! The […]
Time to Value (TTV): How to Shorten It and Improve Retention
In SaaS, customers expect to see results from you almost before they can even see your product. The time from sign-up until a customer has determined whether your product has value is shrinking rapidly, and this is a fact that many teams are oblivious to. For example, Amplitude’s 2025 Product Benchmark Report analyzed over 2,600 […]
Customer Onboarding for SaaS: How to Reduce Churn From Day One
Many SaaS companies lose customers long before they ever think about churning. Do you know why? Customer losses occur in silence. A customer signs a new contract and joins the kickoff call, but then gradually disengages. Customers’ logins decrease. They don’t use features that they have purchased. The products that were designed to resolve their […]
What is Employee Net Promoter Score?
What if the key to better customer outcomes isn’t in your product roadmap or customer success playbook—but in how your own team feels about coming to work? While B2B executives commonly follow specific customer health metrics, use rates and overall retention, there is often a disconnect between the metrics executed on the customer side versus […]
The Concept of ‘Customer Delight’ & How to Achieve It
Here’s a question: What’s the difference between a customer who renews and one who becomes your loudest advocate? The answer isn’t improved service levels and quicker response times. The difference lies in delighting customers. To maintain the viability of a contract in a B2B SaaS environment, client expectations must be met. Going above and beyond […]