Revenue Retention and Expansion Articles
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How to Calculate Net Revenue Retention for B2B SaaS?
How to calculate net revenue retention for B2B SaaS: fix the cohort and period, classify every movement, apply the formula. Worked example and 2024 benchmarks.
Read moreHow Does a CSM Cross-Sell SaaS Products Without Sounding Like Sales?
How to cross-sell SaaS products as a CSM: the three earned moments, who owns the deal and when to hand off, a five-step play and the message that works.
Read moreHow Do I Identify Upsell Opportunities in SaaS From Usage Signals?
Identify upsell opportunities in SaaS from six usage signals: seat utilisation, limit hits, new teams, API volume, integrations and sponsors, ranked weekly.
Read moreShould CSMs Be Accountable for Revenue?
Should CSMs be accountable for revenue? Yes: existing customers supply 40% of new ARR, so CS owns a gross retention floor and shares expansion. Three models.
Read moreAll Articles
How Does a CSM Cross-Sell SaaS Products Without Sounding Like Sales?
How to cross-sell SaaS products as a CSM: the three earned moments, who owns the deal and when to hand off, a five-step play and the message that works.
How to Calculate Net Revenue Retention for B2B SaaS?
How to calculate net revenue retention for B2B SaaS: fix the cohort and period, classify every movement, apply the formula. Worked example and 2024 benchmarks.
How Do I Identify Upsell Opportunities in SaaS From Usage Signals?
Identify upsell opportunities in SaaS from six usage signals: seat utilisation, limit hits, new teams, API volume, integrations and sponsors, ranked weekly.
Should CSMs Be Accountable for Revenue?
Should CSMs be accountable for revenue? Yes: existing customers supply 40% of new ARR, so CS owns a gross retention floor and shares expansion. Three models.
Who Should Own Renewals, Sales or Customer Success?
Who should own renewals? Customer success when the renewal is a confirmation, sales when it is a negotiation, a renewal manager once volume justifies one.
How Do I Hit a CSM NRR Target on My Own Book?
A CSM NRR target, taken apart: the ceiling your book can reach, the four levers inside a quarter, and how to renegotiate a number set above what is possible.
How Do I Hit a Gross Retention Target on My Book?
A gross retention target explained for CSMs: what GRR measures, the median by contract value, why contraction quietly sinks it, and the 90-day working method.