Published inPrimary Venture PartnersMind the Pipeline: Using Cohort Analysis To Forecast Bookings and Identify GapsLet me walk you through some math that B2B SaaS upstarts often overlook — and why they should pay closer attention.May 6, 2021May 6, 2021
Designing CS compensation structures to boost retention ratesIn our recent introduction of the CURE framework for renewals ownership, we advocated that CSMs should never own renewals outright, but…Nov 23, 2020Nov 23, 2020
Use the CURE framework to figure out who owns contract renewalThe best customer success playbooks combine customer-facing programs with internal processes to drive an organizational rallying cry around…Oct 7, 2020Oct 7, 2020
5 customer-facing strategies to boost retention ratesThe best churn management programs combine both internal processes and customer-facing playbooks to mitigate risk throughout the customer…Jul 29, 2020Jul 29, 2020
5 internal processes to increase customer retentionWhile it is important for SaaS companies to give net promoter score (“NPS”) its due, net dollar retention is typically the north star…Jul 15, 2020Jul 15, 2020
Leveraging NPS to drive business growthCustomer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new…May 26, 2020May 26, 2020
Setting Sail from SailthruAfter nearly 7 years with Sailthru, I’m leaving the business at the end of the year to take a partner role at Primary Venture Partners in…Nov 22, 2019Nov 22, 2019
