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Latest articles on Sales, Marketing, Customer Success and Revenue Operations.

The End of Passive ARR: How SaaS Leaders Can Thrive in the EU Data Act Era

The EU Data Act is about to flip the SaaS model on its head: contracts can be cancelled with 2 months’ notice, data exports become mandatory, and switching fees vanish by 2027. Is your ARR truly safe—or will your customers walk the moment they see more value elsewhere? Discover why this legislation is more than compliance—it’s a wake-up call for SaaS leaders.
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Customer Health Scoring update 2025

The Customer Health Score Template 2025 introduces the most advanced updates yet, incorporating 450+ community-driven improvements and insights from industry leaders like Apple, IBM, and Google. This update enhances predictive accuracy, customization, and ease of use, helping businesses proactively manage customer success, reduce churn, and drive engagement. Explore the latest customer success trends, learn best practices for health scoring, and discover how AI-powered analytics can optimize retention strategies. 
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The Generative AI Dilemma: Opportunity or Monopoly?

Generative AI has become the hottest topic in tech, hailed as the breakthrough that will revolutionize industries and unlock unimaginable potential. With large language models (LLMs) at the core of this revolution, the stage seems set for unprecedented innovation. But here’s the twist: while the narrative often champions scrappy startups as the engines of innovation, the real winners might already be crowned.
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7 Sales and Customer Success KPIs for Your 2025 Plan

In our article, we will open essential KPIs for a confident forecast. It can be a foundation of sustainable and predictable growth for B2B companies. We will talk about top-down and bottom-up planning, and how to use metrics like Churn, Expansion, Pipeline Coverage, Deal Velocity, and many others for reliable planning.
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Adapting to the New SaaS Normal

Boosting Net Revenue Retention (NRR) is essential for sustainable SaaS growth in 2024. With customer acquisition costs rising, optimizing NRR through proactive customer success strategies, personalized upselling, and reducing churn ensures long-term success. Companies that prioritize NRR see higher growth, making it a critical metric in today’s competitive SaaS market. Learn how to leverage NRR for scalable, efficient growth.
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Funnel is dead, long live Flywheel

Companies have structured their business strategies around the funnel for years, but not anymore. Find out why the funnel is failing companies and how the flywheel model can help your business grow better.
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How To: Quarterly Business Reviews / QBRs

Discover the essentials of Quarterly Business Reviews or QBRs in our detailed guide, covering everything from preparation to execution, and stakeholder roles to best practices. Learn how to enhance customer relationships and align business objectives through effective QBR strategies. Gain insights into leveraging QBRs for business growth and customer success.
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The Power of DAU/MAU Ratio

Explore the power of the DAU/MAU ratio (Daily Active Users/ Monthly Active Users) as a KPI for measuring customer health scores and customer success.
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Customer Health Score & How to calculate it

Customer Health Score is an important concept that should help customer success and account management to prioritise customer outreach and communication. It’s a simple to grasp but complex to calculate. Here are some actionable list on how to create a good Health Score...
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First Contact Resolution (FCR): Faster, Better, Stronger

First Contact Resolution (FCR) is a metric that measures the percentage of customer inquiries or issues that are resolved during the initial contact with customer service. In this piece, we will explore the importance of FCR as a critical customer service metric, discuss how to measure FCR, highlight best practices from different industries, and explore alternative metrics that can be included in a comprehensive customer health index.
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Effective Lead Scoring: The Benefits of Analysing Job Titles and Seniority Levels

One of the criteria that can be used for lead or deal scoring is job seniority. This could involve assigning a higher score to leads that hold higher-level positions within a company, such as a C-level executive or vice president, as they may have more decision-making power and budget authority. Conversely, leads with lower-level positions, such as entry-level employees, may be assigned a lower score.
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Maximizing Productivity: The Impact of Activated Integrations on Product Usage

The number of activated integrations in a software or SaaS product can indicate that the customer is fully utilizing the product and finding value in it. Additionally, a high number of activated integrations can also suggest that the customer has a high level of engagement with the product. This metric can be an important factor in determining a Customer's Health Score.
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Customer Effort Score (CES): A Key Metric for Assessing Customer Satisfaction and Loyalty

The Customer Effort Score (CES) metric is a way to measure the level of effort that a customer has to put in to resolve their issue or fulfill their request. Let's dive in and explore the power of the Customer Effort Score as a part of the Customer Health Scoring model that provides value for a business and can help improve customer experience, reduce customer effort, increase customer loyalty, and ultimately drive revenue growth.
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Leveraging Time to Full Resolution in Evaluating Customer Experience and Retention

A customer health score metric that measures time to full resolution is used to track how quickly a customer service team is able to resolve customer inquiries and issues. Time to Full Resolution (TFR), as a metric, calculates the amount of time (in hours or minutes) it takes for the team to fully resolve a customer inquiry, from the initial contact to the final resolution.
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License Utilization: The Key to Identifying At-Risk Customers in Time

A customer health score criteria, 'License Utilization,' refers to the extent to which a customer is using the licenses they have purchased from a company. It is important because it can indicate the level of engagement and satisfaction a customer has with a company's products or services. Join us in this article as we explore how License Utilization, a key metric for measuring customer success, can help businesses unlock growth potential and drive greater value for their customers.
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Maximize ROI of Your Salesforce and ServiceNow

Several companies are making significant investments in platforms such as Salesforce or ServiceNow, but are they truly seeing the benefits? In our article, we will talk about valuable insights on which KPIs matter, how to measure platform success, and how to reduce churn with Michael Reiserer.
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Customer Health Metric: Time to First Reply (TFR)

A customer health score metric that measures the time to first reply (TFR) is used to track the responsiveness of a customer service team. In our upcoming blog series, we will be discussing the time to first reply as a key performance indicator (KPI).
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The Power of WAU/MAU Ratio

Customer success is the cornerstone of any successful business. To truly understand and improve customer satisfaction, businesses must have a clear understanding of the health of their customer health. With this understanding, businesses can take a proactive approach to customer satisfaction, leading to increased engagement, retention, and growth. So, let's dive in and explore the power of the WAU/MAU ratio (Weekly Active Users/ Monthly Active Users) as the KPIs for measuring customer health scores and customer success.
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Importance of Customer Satisfaction Score in Your Customer Success Strategy

The CSAT (Customer Satisfaction) score is a commonly used metric for measuring customer satisfaction with a product or service. We will consider the main metrics and best practices of CSAT, in our second article, as a part of a series, will see the importance of Customer Satisfaction for a high customer retention rate and reducing customer churn for successful companies.
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The Power of Net Promoter Score in Building Strong Customer Relationships

The Net Promoter Score (NPS) is one of the most important customer satisfaction metrics that measure the likelihood of a customer recommending a product or service to others. This article, part of a series, will show the importance of the NPS in predicting customer churn and providing a customer retention role in helping businesses succeed.
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Top 5 Metrics to Predict Customer Churn. Best Practices

In our article, we'll go deeper into five specific metrics to Predict Customer Churn. We will highlight the changes in the traditional approach of customer health scoring and how modern companies are actually solving these changes in innovative ways today. Also, you will see the Pros and Contras of each metric.
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5 Reasons to Start Fractional Revenue Operations Now

Revenue operations (RevOps) is a modern operating model for fast-forward companies that aligns businesses’ goals, processes, tools, and people to supercharge revenue. Effective RevOps crush the misalignment across the sales, marketing, and customer success and set up a perform experience through every customer journey stage.
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Sales to Marketing Handover & SLA

The most important and effective way to build a high-performing team is by communicating business goals for all employees. Misalignment between sales and marketing is the biggest challenge for many companies to connect teams from strategy to process - according to a LinkedIn survey, more than 60% of global respondents believed that. But what are the typical problems that we see in practice, and what solutions for that problems exist?
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Buyer’s Remorse: Top 4 Methods to STOP it from happening

Buyer’s Remorse is an important topic for companies to ensure that customers stay longer and will rebuy products out of the company. Even though many people expect Buyer’s Remorse only to happen in B2C companies it also has a big impact on the B2B companies. In the following article, we will give B2B companies a little sneak into helpful tips to reduce Buyer’s Remorse
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Why RevOS?

After spending the last 20 years working in data and application integration technology in amazing companies like DHL, Talend or elastic.io (company we started in 2013 and exited last year) I am starting a new company...
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