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The Heavy CS Burden: Why Retention & Expansion Is A Team SportIt’s time to broaden our view of what affects NRR and adjust our expectations of who should be accountable for it. By spreading the responsibility across the organization and aligning roles more closely with the ability to influence customer outcomes, companies can create a more balanced, responsive, and ultimately more successful business model. NRR isn’t just a CS metric; it’s a company-wide mission that every team member should contribute to.July 17, 2024

Using Inflection Points to Drive Expansion & NRRDiscover how to drive Net Revenue Retention (NRR) by leveraging customer inflection points. Chad Estes, Customer Success Leader with over 20 years in the B2B SaaS spaceJuly 03, 2024From Kitchen to Table: Every Department in Your SaaS Company Is Part of the Customer Retention and Expansion TeamIn SaaS, customer retention and expansion require a holistic team effort, much like a well-run restaurant. It’s not just about great service; the product team ensures quality, marketing makes your offering enticing, finance aligns pricing with value, and leadership sets the tone. Each department’s performance impacts the customer experience. Success comes from every team member working together to exceed customer expectations, creating a comprehensive, delightful experience.June 07, 2024Cultivating NRR: How AI-Powered Personalization Turns Customer Relationships into Money TreesHey there, green thumbs of the SaaS world! Today we're going to talk about growing something even more valuable than prize-winning tomatoes - we're talking about nurturing your Net Revenue Retention (NRR). So grab your gardening gloves, and let's dig into how personalized customer experiences can turn your NRR from a wilting wallflower into a thriving, blooming masterpiece.June 28, 2024Aligning Teams for Customer Success: Boosting Net Revenue RetentionTo maximize NRR, companies must ensure that every team, from product development to sales, is aligned and working towards the common goal of customer success. Aligning teams for customer success is not just a best practice—it's a strategic imperative for any business looking to thrive in such a competitive market.June 14, 2024The Superhero Every B2B SaaS Company Needs: The Chief Customer OfficerIn the competitive landscape of B2B SaaS, the focus has traditionally been on innovation, product development, and sales strategies. However, as the market matures, customer-centric approaches are becoming increasingly critical. This is where the role of the Chief Customer Officer (CCO) comes into play. Here’s why every B2B SaaS company should have a CCO.July 26, 2024