Keep and grow the customers you win

The revenue you don't have to win twice, and the expansion that compounds it.

What founders use for keep and grow the customers you win, ranked by how many answers lean on it.

  1. The most complete breakdown of what goes into a health score: which four to six categories to weight, how to segment scores by... Gainsight Article · 12 min read Customer Health Score Explained: Metrics, Models and Tools Gainsight In 9 answers
  2. The Gainsight CEO on why CS should own an NDR number rather than just a churn number, including the idea of giving every CSM... Gainsight Article · 8 min read 8 Things I Learned from Dave Kellogg About Net Dollar Retention Nick Mehta In 8 answers
  3. Chargebee's customer success leader answering an Indian founder's question in the SaaSBoomi community. Eight points, starting... SaaSBoomi Article · 8 min read Best Practices for Setting Customer Success in your SaaS start-up Sri Maneru In 6 answers
  4. Lays out the three real ways to organise a CS team (by segment, by lifecycle stage, by engagement model) and what each one... Gainsight Article · 16 min read Customer Success Team Structure: The Ultimate Guide Gainsight In 6 answers
  5. The cleanest definition of expansion MRR with the formula and the benchmark that matters: top companies get up to 40 percent of... Chargebee Article · 7 min read Expansion MRR: Definition, Formula, and Impact on SaaS Growth Chargebee In 5 answers
  6. Nine chapters covering the QBR structure, the common mistakes (generic content, dwelling on the negative) and how to keep... Gainsight Article · 9 chapters The Essential Guide to Quarterly Business Reviews (QBRs) Gainsight In 5 answers
  7. Shows what a productised CS play looks like when written down for a whole team: a named motion, tied to a product stage, with... The GitLab Handbook Article · reference Customer Success Playbooks The GitLab Handbook In 5 answers
  8. A seven-step method for building relationships beyond one contact. It is written for new deals but the mechanics are identical... Highspot Article · 11 min read Multithreading in Sales: The B2B Selling Framework Jessica Hitchcock In 5 answers
  9. Walks through building the cohort table itself, and separates acquisition cohorts from behavioural cohorts, which is the... Chargebee Article · 12 min read How to Conduct Churn Rate Cohort Analysis to Improve Retention Shaoli Paul In 4 answers
  10. Accel's argument that expansion revenue is the specific thing that carries a company past $50M ARR, with the Twilio and Shopify... SeedToScale by Accel Article · 9 min read How can SaaS startups tackle scaling beyond $50mn in ARR? Vyushita Sahay In 4 answers
  11. The benchmark study everyone quotes: good and great net revenue retention by business type, built from 20 growth experts plus... Lenny's Newsletter Newsletter · 15 min read What is good retention? Lenny Rachitsky In 4 answers
  12. A real public company's internal renewal process, published rather than described. You can copy the structure instead of... The GitLab Handbook Article · reference Customer Renewal Tracking The GitLab Handbook In 4 answers
  13. Kellogg's argument that churn has too many definitions to be trustworthy, and that private companies should measure NDR the way... Kellblog Essay · 10 min read plus slides Churn is Dead, Long Live Net Dollar Retention Dave Kellogg In 4 answers
  14. The good, better, best NRR bands (100, 110, 120 plus) that boards actually benchmark against, sitting alongside the efficiency... Bessemer Venture Partners Report · report State of the Cloud 2023 Kent Bennett, Talia Goldberg, Mike Droesch and others In 4 answers
  15. The formula written out term by term, with the three performance bands. The right first read if you have been nodding along in... Stripe Article · 9 min read Net revenue retention (NRR): What is NRR and why does it matter for SaaS businesses? Stripe In 4 answers
  16. Involuntary churn is 20 to 40 percent of total churn for most subscription businesses and nobody owns it. This is the most... Chargebee Article · 15 min read 23 Ways to Reduce Involuntary Churn Zaid Assadi In 3 answers
  17. The ten strategies are sequenced the way you would actually run a churn programme: instrument, classify reasons, segment by... Chargebee Article · 14 min read Best Proven Strategies To Reduce Customer Churn Nupura Ughade and Arijit Bose In 3 answers
  18. Zoho on the two churn predictors that actually work early (usage depth and NPS) plus a worked cohort example. Written for teams... Zoho Blog Article · 10 min read SaaS churn analysis: Configure your company for customer retention Adhya In 3 answers
  19. From an Indian company whose entire product is onboarding, so the twelve practices are specific and the worked examples... Whatfix Article · 20 min read SaaS Customer Onboarding: Best Practices, Examples, Tools Levi Olmstead In 3 answers
  20. The single most common cause of a surprise churn, handled step by step, including the 48 hour window for reaching the new... ChurnZero Article · 9 min read Did your customer champion leave? Use this five-step playbook to reduce churn risk Emily Nesterick In 3 answers
  21. The net retention numbers by pricing model (122 percent top quartile for usage-based versus 109 percent without) plus the... TechCrunch Article · 10 min read Usage-based pricing is a company-wide effort Kyle Poyar In 3 answers
  22. Concrete splits (70/30 or 80/20 base to variable) and the key design warning: pay on gross retention as well as NRR, or CSMs... CS RevSpeak Article · 13 min read The Ultimate Guide to Structuring a Compensation Plan for Quota-Carrying CS Teams Angeline Gavino In 3 answers
  23. An actual interview script, twelve sections deep, designed to get past 'it was too expensive' to the real reason. This is the... Klue Article · 12 min read How to Conduct Customer Churn Interviews: Step-By-Step Guide Adam McQueen In 3 answers
  24. Argues churn is the sum of unmet expectations across the whole journey, not a cancellation-page problem, and pushes for a churn... Chargebee Article · 11 min read Winning Revenue Growth With a Retention-first Mentality Arijit Bose In 2 answers

Show the next 24

The questions

Customer success and retention 16

Keeping the customers you already won, and the team that does it.

When should I hire my first customer success person? 5 → What is the difference between customer success and customer support? 4 → I just got handed my first set of accounts. What do I actually do in the first 30 days? 5 → What does a good customer onboarding actually look like? 5 → How do I build a customer health score that actually predicts churn? 5 → All 16 questions in Customer success and retention →
Expansion, upsell and churn 16

Growing revenue inside accounts you already have, and stopping the leaks.

What is net revenue retention and why does every investor keep asking me for it? 5 → What is the difference between gross retention and net retention, and which one should I watch? 5 → What does land and expand mean, and does it apply to my company? 5 → How much churn is normal, and is mine bad? 5 → How do I spot which accounts are actually ready to expand? 5 → All 16 questions in Expansion, upsell and churn →
eChai Partner Brands The partnership →