Evan Genest's Learning Log

Web developer notes emphasizing LAMP, Symfony, PHP, Javascript, Drupal, and Node.

This is an Eleventy project created from the eleventy-base-blog repo.

Listening to the SaaSter Podcast

SaaSCustomer Service

Released: Feb 26, 2021
Speaker: Tim Kopp, Terminus CEO
Link: https://www.saastr.com/the-playbook-to-boosting-net-retention-quickly-with-terminus/


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:

Saas companies with highest net revenue retoention NRR