Podcast · 33 min

S8E1 - Impact of Customer Success on Gross & Net Retention ft. Luke Diaz, Director of Customer Su...

Luke Diaz · SaaS Sessions Free Beginner India

S8E1 - Impact of Customer Success on Gross & Net Retention ft. Luke Diaz, Director of Customer Su...

It separates gross retention from net retention by showing which customer success actions move each one, so the two numbers stop blurring together. From an India based SaaS podcast, so the framing suits smaller teams.

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The question it answers

  1. What is the difference between gross retention and net retention, and which one should I watch?

Read with it

  1. 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
  2. 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
  3. 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
  4. 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
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