The one metric that many SaaS companies use consistently to determine revenue from current customers is Net Dollar Retention (NDR). In this time of economic upheaval, it is a metric needed to prove to your board and stakeholders that you are on the right track. NDR can be expressed in a formula with specific components.
Today’s SaaS leaders have begun to increasingly recognize the importance of a new metric unique to the SaaS world – Net Dollar Retention (NDR). Given the enthusiasm around NDR, quite arguably the North Star for measuring the impact of Customer Success, we’re excited to announce an entirely new series focused entirely helping you learn strategies
Have you ever had a customer churn unexpectedly? It’s never easy, especially when they are a “green” customer from all indications and health scores. So, how do you plan for it? Or can you? Iceberg IQ, is proficient in the customer-exit interview. They advise that there rarely is such a thing as a “blind churn.”
As spring approaches, anticipation builds for a special event—March Madness! The time of year where brackets are drawn, team placement or seeds picked, and 68 Division I basketball teams fight it out in the single-elimination tournament. Sweat, blood, cheers, and tears lead teams to the Final Four and the NCAA National Basketball Championship. There are
On February 4, 2021, my team reminded me of my 8th anniversary at Gainsight (Gainaversary!) Contrary to what some people might think, I was not an original Gainsight founder. I joined our two founders (Jim Eberlin and Sreedhar Peddineni) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote
So far in our Close the Loop series, we’ve talked about how Customer Success and Product can work together to close the loop and how inSided’s own customer feedback and ideation process has evolved over the years. At this point, it shouldn’t be news to anyone that successful customers can grow a business faster than
When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs. There has never been a better time to be a public software company. But in any frothy environment, you can find a mix of cream rising to the top—and dirt along for the
Top customer success teams share a growing theme: their own operations team. I first became a CS Ops leader in 2014, and I’ve seen time after time the value of the software, enablement, templates, data, and more that I’ve helped provide. What’s the first question I ask any CS Ops leader, though? “What do you
In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though, there is a big gap between the highest and lowest-valued companies. So what does it take to get to the top? Net Dollar Retention Rules Growth rate, gross margin, and
Originally published on inSided.com on February 3, 2021. In our first podcast episode of the year, “Your CS team is at risk of becoming the “everything department,” our guest, Customer Success veteran turned investor, Rav Dhaliwal, talks about what happens when Customer Success is an afterthought, why it happens, and what you can do to