Metrics to milestones (all about KPIs)
Do you ever find yourself pondering the intricacies of Customer vs User KPIs?
Do you question which one to prioritize and if they're both essential?
Perhaps even wonder if there's a real need to differentiate?
If this is you... good. I worried Johan and I were the only ones.
This week on Impact Weekly, we delve deep into how to measure success for our customers, CSMs, and the CS Org as a whole.
Join us as we unpack the importance of understanding and accurately measuring true customer engagement and the oddly-compelling difference between customer-centric metrics and user-level KPIs.
Listen to this week's episode here.
~ Lincoln
BTW: Poor Customer Onboarding is the leading cause of contraction at renewal (discounts and downgrades), meaning it's often the primary drag on ARR and NRR growth.
But you already knew that, which is why you're going to join our two-week intensive Onboarding program that starts on 30 October, 2023, right?
Learn more about this awesome program and secure your seat here.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...