Having an efficient, proactive, scalable, customer renewal process is critical for maximizing revenue, minimizing customer friction, and maximizing efficiency for the organization! Before looking at the renewal process itself, it’s important to make sure you are set up for success with the contracts themselves! Customer Contracts Before managing the renewal, you should first consider how […]
Tag: Retention Rate
How to Build and Manage Customer Success Key Metrics (KPIs)
I was recently asked, “what are the key metrics for a CS Leader.” My answer: Net Retention Rate I mentioned that while this is the key performance metric, it is also a lagging indicator. He proceed to ask me what I meant, and I explained how I joined a company with a major churn problem. […]