Uncovering customer perception and decision making is one of the biggest challenges online business owners

The Customer Relationship Score, a relatively new concept now being adopted by mature CS teams,

The North Star Metric is an important reference pointer that’s predictive of a company’s long-term

After defining the Customer Health Score, this week we will cover the Customer Churn Rate.

Last week we defined the NRR, one of the most important Customer Success KPIs. This

Also known as Net Dollar Retention (NDR) in some scenarios, Net Retention Rate (NRR) has

Until recently, Customer Success teams primarily supported the transition from Sales to your SaaS product.

Customer Success has come a long way in recent years with CSMs becoming more data-driven

I’ve been in the SaaS customer success space for more than a decade now and