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net promoter score
Measure Your Churn. But What’s Even More Important is to Measure Your Almost Churn. 5 Tricks to Help You Here.
By Jason M. Lemkin on March 13, 2013
Churn is a paramount topic in SaaS, as we all know. If every dollar of ARR is worth $6+ in the long term, including upsells and second order revenue … then of course, by the same token, for every dollar of ARR that churns … you’re losing $6 of notional ARR. Lose a $100k customer? [...]
By Jacob Morgan on October 27, 2011
The Net Promoter Score is oftentimes used by organizations to help them measure and understand customer loyalty. This score is measured simply by asking customers, “on a scale of 1-10 how likely are you to recommend our company to a friend or colleague?” It has also been suggested that instead of asking customers how likely [...]