4 articles
Customer SupportCSAT is widely reported as a leading indicator of retention. The causal link is real but weaker and more conditional than most retention models assume. Here is how to audit whether CSAT actually predicts churn in your customer base — and what to do when it doesn't.
Product ResearchA structured churn interview protocol for SaaS companies — how to recruit churned customers, ask questions that surface real reasons, and turn exit data into retention strategy.
MarketingThe complete SaaS renewal email cadence — T-90, T-60, and T-30 templates, the content framework for each touchpoint, multi-stakeholder sequencing for enterprise contracts, and the metrics that define a high-performing renewal motion.
PricingGrandfathering existing customers during a price increase is a loyalty tool, not a revenue leak. The design of the grandfathering structure — duration, conditions, and the eventual migration — determines whether it builds retention or creates a permanent pricing problem.