SourceSales & Customer SuccessArticle
New Customers or Retention? It's a Trick Question
Jason Lemkin on why, at scale, most growth comes from the base you already have.
saastr.com/whats-more-important-new-customers-or-retention-its-a-trick-question
Retention & Expansion: Turn Customers Into Growth
A Customer Success leader's library for keeping accounts, driving net revenue retention, and making expansion a repeatable motion.
public · 9 sources
Contents
- SourceSales & Customer SuccessArticle
What Is Good Retention?
Lenny Rachitsky's benchmark study with concrete retention and NRR targets by model.
lennysnewsletter.com/p/what-is-good-retention-issue-29 - SourceSales & Customer SuccessDocs
ChartMogul SaaS Benchmarks
A current benchmark anchor for NRR, GRR, customer retention, and recurring-revenue growth rates.
help.chartmogul.com/hc/en-us/articles/12112768447004-Benchmarks - SourceSales & Customer SuccessArticle
Looking to Scale Your Sales? Seven Bullets to Dodge
First Round Review on how sloppy scaling spikes churn.
review.firstround.com/looking-to-scale-your-sales-seven-bullets-to-dodge
- SourceSales & Customer SuccessArticle
Customer Success Management: An Executive Overview
Lincoln Murphy's operating model and the Success Gaps framework.
sixteenventures.com/customer-success-management - SourceSales & Customer SuccessArticle
Who Should Our First Head of Customer Success Report To?
Org-design guidance so retention goals aren't steamrolled by new-logo incentives.
saastr.com/jason-lemkin-implement-customer-success-management-team-budding-startup - SourceSales & Customer SuccessArticle
Customer Success (Mehta, Steinman, Murphy)
The canonical book on reducing churn and growing recurring revenue.
amazon.com/Customer-Success-Innovative-Companies-Recurring/dp/1119167965
- SourceSales & Customer SuccessArticle
Quarterly Business Review Examples & Templates
Ready-to-use QBR agendas and a health-scorecard structure for surfacing risk.
gong.io/blog/quarterly-business-review-examples - SourceSales & Customer SuccessArticle
Inside the MEDDIC Sales Qualification Process
The metrics/economic-buyer/champion lens, useful for qualifying expansion deals.
blog.hubspot.com/sales/a-step-by-step-guide-to-the-meddic-sales-qualification-process
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