Listening to the SaaSter PodcastSaaSCustomer Service
Released: Feb 26, 2021
Speaker: Tim Kopp, Terminus CEO
Retention is the new acquisition.
Big on Upselling and Cross-selling.
Net Revenue Retention as a Metric #
Kopp talks a lot about NRR in this episode. One definition of NRR is here, from https://www.businessinsider.jp/post-215709 :
Net Revenue Retention, sometimes called Net Dollar Retention, is an indicator of "whether sales from customers once acquired will increase or decrease in the future.
Tim Kopp's company terminus got a lot out of NRR monitoring by using Gainsight (their version of Helpscout? Find out what they monitored.)
Here are some companies and their NRR: