

Retention is often discussed as a Customer Success metric. It's tracked as a percentage, reviewed in quarterly reports, and used to evaluate the performance of CS teams. When retention improves, it is seen as a positive signal. When it declines, it...
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Most SaaS organisations do not consider themselves reactive. They describe their teams as customer-centric, responsive, and committed to resolving issues quickly. And in many cases, that is true. Problems are addressed. Escalations are handled....
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Customer health is still treated as an operational metric in most SaaS companies. It sits inside Customer Success dashboards. It’s reviewed in QBRs. It informs renewal discussions. But rarely does it influence financial forecasting, capital...
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