Customer Success Metrics that Drive 95% Retention

A talk by Swati Chopra
Senior Director, Customer Success, McAfee

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About this talk

The primary aim for CS function is to retain the customers for the organization. Often organizations struggle to define the metrics to drive high retention. This session will do a deep dive into key metrics against which a CSM's performance should be tracked and evaluated. A continuous focus on these metrics and QoQ improvement, results in dramatically increasing the retention rates to high 90's.

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