Awesome Service

Ontime Everytime

View Case Study

Awesome Service

At Your Services

View Case Study

Awesome Service

Online Booking

View Case Study

The Hard Data on

Retention and Churn

A 5% increase in retention can boost profits by 25% to 95% – Bain & Company.

Acquiring a new customer costs 5-7 times more than retaining an existing one – Harvard Business Review.

The fastest-growing SaaS companies operate at 120-140% Net Revenue Retention – OpenView SaaS Benchmarks.

Losing 10% of customers per year can result in a 50% loss in revenue over five years – Gainsight.

A weak customer success strategy can lead to:

– High churn rates, forcing constant customer acquisition just to break even.
– Missed expansion opportunities, reducing upsells and cross-sells.
– Unstable revenue growth, making it harder to scale profitably.

Case Study

How Slack Used CS to Outgrow Its Competitors

Slack, one of the fastest-growing SaaS companies ever, focused heavily on customer success from day one

Instead of relying purely on sales, they invested in onboarding, engagement, and product adoption.

Their CS team worked closely with customers to optimise retention and expansion

As a result, they scaled to $1 billion ARR in just 8 years with a Net Revenue Retention rate above 130%.