SaaS Talk™ with the Metrics Brothers - Strategies, Insights, & Metrics for B2B SaaS Executive Leaders  cover image

Customer Retention Cost Ratio

SaaS Talk™ with the Metrics Brothers - Strategies, Insights, & Metrics for B2B SaaS Executive Leaders

CHAPTER

Navigating Customer Retention Costs

This chapter explores the intricate process of allocating customer success expenses when calculating customer retention costs. It discusses the distinction between costs for retaining customers versus upselling, the impact of renewals teams, onboarding programs, and R&D on retention metrics. Additionally, the chapter emphasizes the importance of customer support and marketing resources in influencing customer satisfaction and retention strategies.

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