TagChurn rate

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

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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.

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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...