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Most of what gets written about AI for customer service assumes a particular kind of business. It pictures thousands of interchangeable customers, most of them asking some version of “where’s my order” or “how do I reset my password.” In that world the math is simple. Every ticket a bot closes without a human is […]

In most B2B SaaS accounts, upselling doesn’t happen as a single moment near a sale. It happens months into a contract, once usage patterns have had time to show what a team actually needs next. The person who usually notices this first is a customer success manager or account manager, since they’re the ones watching […]

Ask a room of CS leaders what counts as a good retention rate and you’ll get a number back with total confidence attached to it. Ask what ACV tier that number describes, and half the room goes quiet. That gap, a benchmark stated with certainty and no context for who it applies to, is where […]

Ask ten CS leaders how they calculate churn rate and nine will give you the same formula: customers lost divided by customers you started with, times 100. It’s the easiest number in the post-sales stack to compute, which is exactly why it’s the easiest to misuse in a board meeting. Report 4% monthly churn, someone […]

The account looked healthy right up until it churned. Usage was decent, support volume was normal, the health score was green, and nobody had raised anything particularly alarming in the last QBR. Then renewal came around and the customer said they were leaving. Anyone who has spent enough time around Customer Success has seen some […]

Ask a room full of B2B SaaS operators what their voice of the customer program looks like, and most will describe the same thing: an NPS survey that goes out once a quarter, a handful of comments someone skims before the QBR, maybe a CSAT score bolted onto a support ticket. That is not really […]