Churn may be measured in many different ways depending on which company you talk to. But how does a public company measure it? Tomasz Tunguz of Redpoint reviews how ServiceNow evaluates churn with two metrics.
Bill shock is used to describe the reaction a customer can experience if their bill unexpectedly rises. This is often something that CSMs deal with come renewal time. James Harding of RightMarket is here to help alleviate some of those situations.
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at firstname.lastname@example.org!
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