3 Blockers Killing Your CS Forecasts and How to Fix Them

The Problem

CS teams are under tremendous pressure to optimize existing customer value, especially as the cost and effort associated with closing net new business rises. This forces leaders to prioritize more proactive, and more data-informed management of existing customer relationships. It also brings more scrutiny on your renewal and expansion forecasting discipline.

In this webinar, we’re bringing three of the most experienced CS leaders in SaaS to explore in depth the 3 Primary Blockers that most often complicate CS forecasting success. They’ll explain, using extensive research, what you can do to remove these blockers to forecast renewals and expansions accurately.

The 3 Blockers to CS Forecasting Success are:

1. The three types of Churn | Data-backed reasons for why customers leave at different points in their lifecycle, what it means for retention, and the surprising factors that are tightly correlated to churn.

2. Health scoring mistakes | When you’re doing it right, health scores act as a lane departure warning that allows for early course correction, so why do so many companies do them incorrectly and how do you make it right.

3. The orchestration conundrum | Software buying and selling is a team sport, and getting all the various groups, that have some part to play in it, aligned is difficult, which is why you need a better strategy.

Bonus: CS metrics we love but are misleading | Many of the CS metrics we track are wrong, but which are the right ones and which ones do you need to fix to have an accurate view of how well your install base is trending towards renewals, expansions or churn.