01 · Project
Being plannedCustomer Success in Norway
A planned annual survey of how Norwegian companies organise, lead and measure Customer Success.
Read about the project
Research and data
Insights.
The goal is to publish Norwegian data on Customer Success: how the field is organised and what it is measured on. No data has been collected yet. Here is what we are planning, and how.
One project in progress. The method is published before data collection starts – and no numbers until the data holds up.
Published analysis. Measurement and relationships, with worked examples that show the calculation.
Churn is not binary: The customer can stay while the revenue disappears
Logo churn counts the customers who leave. Revenue churn and revenue contraction show the value that disappears from the customers who stay. On GRR, NRR, transaction-based revenue and how Customer Success can spot falling revenue in time.
Silent Quitters: The customers who disappear without cancelling
In ongoing and transaction-based customer relationships, a customer may have left long before anyone records churn. How to build a process to find, investigate and handle the customers who simply stop using the service.
The churn you never see: Why prevention is so hard to measure
When Customer Success succeeds, nothing happens – and what does not happen cannot be counted. On the counterfactual problem, why it makes prevention invisible, and how the effect can still be estimated.
How to measure churn in a fast-growing company
When the customer base and revenue grow every month, the simple churn percentage gives a misleading picture. On choosing the denominator, weighting by time and revenue, cohorts and why new customers pull the average up.
How do you measure the value of Customer Success?
GRR, NRR, churn, adoption, customer health and unnecessary enquiries: a practical review of how Customer Success can be measured – and why attribution is harder than it looks.
How we handle numbers. The rules for sources, hypothetical examples and our own surveys are public.
Editorial principles
How we distinguish between established definitions, research findings, practice and judgement.
Read the principles
Churn calculator
Run your own numbers while the survey is being planned. The formulas are open.
Open the calculator