Stop churn and grow accounts

The revenue you don't have to win twice is the cheapest revenue you will ever get.

3 steps, 12 questions underneath, read for leading a gtm team

1. 1
   Customer success and retention

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

   How do I structure a customer success team once one person is not enough? 5 → Should my CSMs carry a quota? 5 → How do I stop the sales to customer success handoff from breaking every time? 5 → How do I forecast renewals so the number is actually believable? 5 →
2. 2
   Expansion, upsell and churn

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

   How do I move net revenue retention from around 100 percent to 120 percent? 5 → Who should own expansion: sales, customer success, or a dedicated team? 5 → How do I build a renewal and expansion process that runs without me in every deal? 5 → Our churn got noticeably worse this year. How do I run the fix as a leader? 5 →
3. 3
   Forecasting and GTM metrics

   Pipeline coverage, stage conversion, CAC payback, magic number, and calling a number you can defend to a board.

   How do I call a quarterly number I can actually defend to my CEO and my board? 4 → What should I actually put in front of the board every quarter, and in what shape? 4 → We miss the forecast almost every quarter. How do I actually fix accuracy? 4 → How do I use CAC payback and magic number to decide whether to hire more reps? 4 →