Why NRR is Probably The Wrong Core Metric for Your Customer Success Team
SaaStr
APRIL 28, 2022
So don’t get me wrong — NRR is a Top 3 Metric for any SaaS company. Especially after interviewing 50+ customer success managers over the past few years. Lazier than almost anyone in sales, even the ones that really only work 20 hours a week. And it doesn’t put retention as goal #1. The Customer.
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