Churn is a symptom. Fix the upstream causes—slow time‑to‑value, weak adoption, misaligned pricing, and poor expectations—and churn falls. Use this end‑to‑end system to prevent churn, detect risk early, and save accounts with measurable playbooks. Make value unavoidable in the first 30 days Drive adoption and habit formation Detect risk early with meaningful health scores Operationalize … Read more
Retention is the most capital‑efficient growth lever in SaaS. Durable NRR comes from compressing time‑to‑value, building sticky habits, and removing friction long before renewal. Use this blueprint to systematize retention across product, success, support, and pricing. Make value unavoidable in the first 30 days Drive adoption and habit formation Build a proactive Customer Success motion … Read more
Customer Success (CS) is a revenue engine for SaaS, not a cost center. Well-run CS teams accelerate onboarding, increase product adoption, prevent churn, and systematically expand accounts—directly improving Net Revenue Retention (NRR), the single most important metric for sustainable SaaS growth. Below is a concise, practical case for investing in CS, how to structure it, … Read more