Allison Pickens leads Customer Success at Gainsight. Thank you to Sonam Dabholkar, who leads one of our CSM teams, for contributing to this blog post! Note to Gainsight Customers: This... read more →
The Executive Guide to Churn reveals how to measure revenue from existing customers and determine what the health of your customers can tell you about the future. Why download? Your... read more →
Recent studies have shown that failed onboarding and implementation are the biggest reasons for customer churn in the software business. It’s no surprise though; the time between the purchase of... read more →
Since Customer Success Management isn't just about reducing churn by retaining customers, but also growing their use of your product over time, I often talk about everything from churn mitigation... read more →
Did you know? A SaaS company with 5% annual revenue churn will be valued 200% higher than a similar company with 15% annual revenue churn. It's certainly no secret... read more →
McKinsey & Company's research into SaaS companies serving large and mid-enterprise customers shows that companies with annual churn rates of 20% or more see slower growth in annual recurring... read more →
Recently Dan Steinman (CMO at Gainsight) wrote about the 3 myths about the indicators of churn when it comes to Customer Success. Dan discussed the myths of predicting churn- Myth... read more →
Customer Success Management solutions are all the rage these days, and so are myths about churn. The Venture Capital community loves them, all the experts are saying you need one... read more →
We are in the SaaS business, so by definition “software-as-a-service” should imply the actual software is the only thing that matters when it comes to retention and driving customer lifetime... read more →
It's typical to think of churn as a leaky bucket. How many customers are you retaining? How many are you losing? How much money are you keeping and how much... read more →