- What Is Time to Value, And Why It’s the Most Important Metric You’re Not Tracking
Most CS teams are tracking the wrong things at the wrong time. Churn rate tells you what already happened. NRR tells you where you ended up. Health scores give… Read more: What Is Time to Value, And Why It’s the Most Important Metric You’re Not Tracking - Onboarding Speed Is Now the #1 Predictor of Long-Term Client Value
There’s a metric most CS teams aren’t tracking closely enough. It’s not NRR. It’s not churn rate. It’s not even health score. It’s how fast a new client gets… Read more: Onboarding Speed Is Now the #1 Predictor of Long-Term Client Value - Why the First 90 Days Determine Whether a Client Stays or Leaves
Most churn conversations start too late. By the time a client is flagged as at risk, they’ve usually already made up their mind. The decision to leave rarely happens… Read more: Why the First 90 Days Determine Whether a Client Stays or Leaves - TSIA’s 2026 Customer Success Report: What CSMs Need to KnowIn February 2026, the Technology and Services Industry Association published its annual customer success report. The findings are direct and, for many CS professionals, probably uncomfortable. The core argument… Read more: TSIA’s 2026 Customer Success Report: What CSMs Need to Know
- What to Expect at Denver’s Customer Success SummitThe Customer Success Summit, hosted by Customer Success Collective, is coming to Denver on April 1-2, 2026. For CS professionals sharpening their strategy heading into Q2, it’s one of… Read more: What to Expect at Denver’s Customer Success Summit
