Introduction Net Promoter Score (NPS) is one of the most widely used metrics for gauging customer loyalty, but it’s also one of the most misunderstood. Used poorly, it becomes a vanity number on a dashboard. Used well, it’s a powerful operating mechanism to prioritize product improvements, reduce churn, and drive expansion. For SaaS companies—where recurring … Read more
Introduction Tracking the right customer success metrics reveals how well your SaaS delivers value, retains customers, and secures growth. Ignore them, and you risk churn, poor engagement, and stagnant revenue. Here are the metrics every SaaS business should have on its dashboard in 2025. 1. Net Promoter Score (NPS) Measures customer loyalty and advocacy. A … Read more
Introduction Net Promoter Score (NPS) is a simple but powerful metric that measures customer loyalty—and for SaaS businesses, it’s a leading indicator for growth, retention, and recurring revenue. Here’s why NPS matters so much in the SaaS landscape. What is Net Promoter Score (NPS)? Why NPS Matters for SaaS Advanced NPS Use: Sentiment Analysis & … Read more