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Customer Success (5):

2 Ways to Stop Churn and Increase NRR

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People exiting from revolving door

Reflections of the Gainsight Pulse 2021 Conference

Last week I had the pleasure of speaking to 168 people at the Gainsight Pulse conference.  We were amazed at the turnout and are grateful to Gainsight for giving us the opportunity to share our point of view on the matter of customer retention and growth strategies.  Overall the conference was very focused on the impact of renewals on things like net recurring revenue and profitability; reducing customer churn and ensuring customers are getting full value from their vendors. 

The objective of my session was to give people the HOW.  My topic...

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The Increased Focus on Value Management – and ROI – by Leading CROs in 2021

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Since the early 2000s, there has been an interesting trend, especially in the technology industry, to install a Chief Revenue Office instead of a CSO. It started off as a large, but by no means exclusively, Silicon Valley trend and focused on SaaS providers. Most SaaS start-ups were led by CEOs with product and engineering backgrounds and many of them quickly realized (or were advised so by their investors) that they needed further executive leadership with revenue and customer DNA to complement those skills and interests — but more than just a sales leader because SaaS success is about more...

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