The 3 Essential but overlooked Metrics for any Customer Success team with ChurnZero

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This document provides a formula for calculating gross retention rate (GRR) as well as notes on collecting customer satisfaction (CSAT) survey data. Specifically, it defines GRR as the percentage of recurring revenue retained after subtracting churn and downgrades. It also notes that CSAT rather than net promoter score (NPS) is the relevant metric and that feedback can be collected for specific customer service experiences like implementations or projects.

Business

GRR = [ (Recurring revenue - churn -
downgrade)/Recurring revenue] x
100

Yes, CSAT, not NPS
This type of survey data is extremely dynamic in where and how you can
position it to customers
Collect feedback for a specific CS experience such as implementation,
support, or individual projects.

The 3 Essential but overlooked Metrics for any Customer Success team with ChurnZero

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