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…
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20 articles
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…
Read articleCustomer Segmentation for Customer Success: How to Prioritize the Right Accounts
Not all customers deserve the same level of attention, and it is a reality that all customer success teams must go by. Managing 10 or even 20 accounts…
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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…
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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…
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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…
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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…
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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…
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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…
Read articleCustomer success, connected
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