Gainsight Glossary

SaaS Metrics Best Practices

Compared to traditional businesses, customer retention attains great importance in SaaS business model. So to enhance business success, the focus of SaaS metrics must be on retention and churn.

Gainsight, the customer success management solution, is aware of the role of existing customers in increasing the growth prospects of SaaS companies. It implements effective strategies to add value to customer relationships. Gainsight leverages customer data to foster relationships and deliver value in every client interaction. Below are some SaaS metrics best practices that Gainsight implements:

  • Identifies and tracks key metrics
  • Focuses attention on a few key metrics rather than tracking dozens of them
  • Identifies key metrics carefully as they provide important insights for business success
  • Tracks customer success metrics for operational measures

Gainsight understands the importance of reducing customer churn for building a sustainable SaaS business and therefore it tracks metrics that help identify and solve problems.

For more information about SaaS metrics and best practices, visit

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