TagChurn rate

5 Ways to Measure Customer Success — How Do You Keep Customers Happy?


Customer success is often confused for customer service or customer support. In reality, customer success plays a much different role in the customer journey. As organizations grow (especially those in the SaaS space), they will see the need to manage customer relationships on a much deeper level. More than just support tickets and service requests. Think of the customer journey as a long line of...

Churn rate is a symptom of something bigger. And it’s not what you think.


We’ve talked about SaaS churn, how to calculate churn, and more to drive home how important it is to properly understand churn. Not only understand it at a high level but also at a detailed level. There’s a ton of things to worry about when building a subscription company but you can only put off a high churn rate for so long. As much as SaaS (Software as a Service) founders, startups...