I recently read a thread from Jason Lemkin advocating to rethink core KPI for Customer Success teams, and choose NPS or GRR instead of NRR.
Quoting Jason Lemkin:
Making upsell implicity the top goal of CS, which is part of NRR, corrupts being customer-centric.
I’d love to hear your thoughts on ways to incentivize Customer Success for the following goals:
Note: GRR is gross revenue retention — what % of the revenue base a CSM has at the start of the year that you retain, before upgrades and growth.