ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 8mo
I look at 3 metrics in addition to the standard GRR, NRR, and CSAT; LRR, Speed to Adoption, and multi-product line adoption. LRR (logo retention): especially in the SMB space, where volatility is high, whether a customer chooses to stay with you despite layoffs or headcount changes, is important and shows the value of your product to them as the business. Your CSM can't help prevent a layoff, but they can stress where your product helps them. Knowing what %age of your customers are staying on th ...Read More
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