Retention and Expansion: The Gravity That Keeps Customers
GRR shows pure retention health; NRR adds expansions and contractions to reveal net momentum. A team jumping from 98% to 115% NRR outpaced rivals without doubling acquisition. Tell us your latest GRR and NRR readings and which initiative moved them most.
Retention and Expansion: The Gravity That Keeps Customers
Separate voluntary from involuntary churn, then tag reasons by product gaps, pricing friction, and success coverage. A startup discovered invoice failures causing silent churn, fixing retries and notifications to reclaim revenue. What surprising churn driver did you uncover this quarter?
Retention and Expansion: The Gravity That Keeps Customers
Time‑to‑value predicts retention better than excitement at purchase. Measure the first meaningful outcome by cohort and segment. When a competitor promised value in thirty days but delivered at ninety, switchers flocked. Share how you shorten first value without overwhelming new users.