Event category: Customer Success

With an increased focus on customer success, SaaS startups can place a greater concentration on the health of their current customers to drive revenue and eliminate churn. This session will focus on the critical customer metrics and strategies SaaS leaders must consider as they build a healthy company. Including, the research behind the direct impact of retention on a company’s value, the customer metrics a company should focus on at different stages in its growth such as pre product-market fit, product-market fit, scale, and cruising altitude, the customer metrics a company should focus on early in the customer journey such as onboarding and adoption, versus later stages like value realization and expansion, practical strategies to improve a company’s metrics, based on the stage you’re at, for example, Net Revenue Retention (NRR), Net Promoter Scores (NPS), and why and how customer success should be at the heart of every stage of a company’s growth.