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Churn Analysis: The Ultimate Guide

By Jonathan Costet, August 15, 2022

New customers are wonderful, but recurring customers are what keep a business afloat, especially for SaaS and other service companies. That’s why it’s critical to keep retention levels steady. As such, we have to understand both why clients return (or stay subscribed) and why some don’t. That’s why it’s important to analyze customer churn. By […]

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The Top Customer Success KPIs to Measure

By Jonathan Costet, August 3, 2022

For SaaS and subscription businesses, customer success is a key revenue driver. Closing new contracts is important, but retaining and increasing revenue from existing accounts is crucial for maintaining and growing ARR. So, how exactly do you measure if a customer is “successful” (and what does that even mean?) In this article, you’ll learn how […]

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How to Calculate Customer Churn

By Jonathan Costet, June 27, 2022

It’s more cost-effective to hold onto a customer than it is to gain a new one. That’s why companies today are so focused on retaining the customers they already have (i.e. churn reduction). This is especially true for subscription-based SaaS companies that base their entire business model on recurring revenue.  No matter what kind of […]

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How to Calculate Net Promoter Score (NPS)

By Jonathan Costet, June 24, 2022

In an ideal world, every single buyer that interacts with your business would be an instant superfan, so enamored with your product and their purchase experience that they’d be singing your praises from the rooftops. Unfortunately, we don’t live in a fantasy world (otherwise, you’d probably be off on some beach somewhere sipping cocktails, not […]

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When You Give Customers A Reason to Master Your Product, Everyone Wins-Here’s Why

Providing a product is not enough. You need to enable your customers to master it. Google’s Adwords certification was a game-changer for advertising careers. Why? Because it enabled users to wield Adwords with mastery—not just proficiency. There’s a world of difference between proficiency and mastery. Adwords created masters, leveled up careers, and let employers see […]

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