Last week, I shared my observation about the SaaS IPO ARR versus their Market Cap. The high Market Cap evaluation expects their NRR (Net Revenue Retention) to keep up. Interestingly, that's not necessarily the case; thanks to Benchinsights, here is a compiled list of NRR Trends for some public SaaS companies.
Who is responsible for ensuring a good NRR with customers? SaaS organizations have created the CSM (Customer Success Manager) role on top of tech support.
The CSMs typically guide customers in adopting best practices. Still, there can be cases where customers need help adopting the use cases themselves, thus not realizing the expected values.
I have seen Microsoft doing a great job not just setting up the CSM or CSA (Cloud Solution Architect) role to drive the Azure Consumption / Cloud Adoption. They trained the CSMs on a Change Management Process promoted by the PROSCI organization. PROSCI focus on the ADKAR approach. I went through the framework when I was in Microsoft as part of the pioneer trained on this model.
If you want to know more about Prosci, read the offering here. https://www.prosci.com/
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