Companies thriving in the Subscription Economy are those who are laser focused on minimizing churn and making customer success a priority. And are in fact, critical elements to your growth strategy.
Product metrics like units, margins, and inventory need to be replaced with relationship metrics like renewals, upsells, and churn. But defining how your business will look at these metrics and what customer success actually looks like is seemingly a hurdle for every company dependent on a recurring revenue model.
"Without knowing who our customers are ... we cannot serve them."