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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 […]

Every company says it. Every deck has a slide for it, usually wedged between “our mission” and “our values,” next to a stock photo of two people high-fiving over a laptop. Customer-centric. Say it in a board meeting and nobody blinks. Say it in a job posting and every CSM candidate nods along, because they […]

Ask a support leader what Customer Effort Score measures and you’ll get the same answer every time: a ticket closes, a one-question survey appears, the customer taps a number between one and five, and effort just became data. It’s a clean measurement for a narrow moment. The trouble for customer success teams is that the […]

Every “best customer retention software” list reads the same way. A churn-prediction platform sits next to a loyalty and rewards program, which sits next to a CRM add-on that fires off a survey after every support ticket. They all get five stars and the same “great for scaling teams” blurb. Nobody stops to ask whether […]