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Net Revenue Retention

Net revenue retention calculation What is net revenue retention, and how does a Customer Success team calculate it? Let’s break it down, starting with the basics. What is net revenue retention (NRR)? Net revenue retention is the cumulative total of retained,...

Negative churn in SaaS

Negative churn is one of the highest goals for most SaaS companies. However, it’s often misunderstood.  What is negative churn, why is it important, and how do you achieve it? Let’s start with defining a good churn rate. What is a “good” churn rate? Many SaaS CEOs...

Unit Economics

What is unit economics? Unit economics refers to the financial numbers around a single “unit,” which typically refers to a single customer. Many of the metrics in the Churnopedia are the basics of unit economics, especially: Customer Lifetime Value (CLTV) Customer...

Net Promoter Score®(NPS)

What is a Net Promoter Score®? Net Promoter Score® (NPS)* is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. To calculate your NPS, you must first survey your customers. NPS is the answer to the...