Measurement
UK B2B retention metrics for customer-success teams
A UK B2B guide to retention metrics, covering net-of-VAT calculations, churn and loyalty definitions, customer-success software and monthly reporting.
Topic
uk b2b
Strategy
Customer Retention Plan Template for UK B2B Teams
A quarter-by-quarter customer retention plan template for UK B2B teams, covering owners, targets and the data rules that shape each stage of the year.
Audience research
Who are the customer success software buyer personas?
Four buyer personas shape customer success software deals in the UK, from the CS leader to the end user, and each one needs different evidence before sign-off.
Strategy
How do you build a customer success software strategy framework?
A step-by-step guide to building a customer success software strategy framework, covering objectives, journey mapping, data, team roles and vendor scoring.
Strategy
Reduce SaaS churn with a five-step monthly review
How to reduce SaaS churn with a monthly review: the three numbers to bring, five steps, one action per lost account and a worked example.