Why NRR, GRR, and Logo Retention Need a Rethink | Customer Success in the AI Age - SaaStr AI University
Why feature-era retention metrics mislead in an outcomes world, and which ones to keep, kill, or supplement.
Why NRR, GRR, and Logo Retention Need a Rethink - a free lesson in Customer Success in the AI Age at SaaStr AI University. Why feature-era retention metrics mislead in an outcomes world, and which ones to keep, kill, or supplement. Key takeaways: • NRR, GRR, and logo retention assume value is the software and renewal is annual, which breaks in an outcomes or consumption world. • NPS correlates poorly with retention and is hard to action; treat a high NPS next to churn as a warning. • A health score is only useful if you define what it predicts and every input correlates to that outcome. Part of the free, self-paced Customer Success in the AI Age course: https://saastr.ai/university/customer-success-ai