Metrics That Matter: Renewal Rates
Update: 2019-11-06
Description
Thomas Bass, SaaSOptics head of Customer Success Managers, joins us to talk about the metrics that matter for your SaaS business. As he has launched CSM programs at other startups and currently launching the CSM program at SaaSOptics, he dialogues with hundreds of customers annually helping them understand these important metrics.
What we will cover in this episode: What if you dont have a CSM program? What counts as a renewal? Non standard renewals. What if a client cancels and comes back? How do you handle that? What do you do when the renewal isn’t back to back? What is a retention rate you should be achieving in your business. SMB vs enterprise customer? When should you start reaching out to your customers to have a renewal conversation. Some key take aways.
What we will cover in this episode: What if you dont have a CSM program? What counts as a renewal? Non standard renewals. What if a client cancels and comes back? How do you handle that? What do you do when the renewal isn’t back to back? What is a retention rate you should be achieving in your business. SMB vs enterprise customer? When should you start reaching out to your customers to have a renewal conversation. Some key take aways.
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