Retention : the new acquisition
There is an exponential growth in number of SaaS companies focusing on the Net Revenue Retention (NRR) metric.
Simply said :
NRR = (Total Revenue – Churn) + Expansion revenue from upsells/Xsells.
The lower the Churn, the Higher the NRR.
Playing the long game to reduce churn is therefore critical.
Hakan Ozturk is a Paris-based Customer Success leader with over 15 years of experience in the computer software industry. Passionate about driving growth and delivering value to strategic customers, Hakan has established himself as a trusted industry expert. As the Founder of The Customer Success Café Newsletter and TopCSjobs.com, Hakan provides valuable industry insights and daily-updated job opportunities worldwide in the field of Customer Success. Connect with Hakan to unlock your company’s potential for success.