Reports on Customer Success & Retention
Our Customer Success and Retention reports provide actionable insights to help companies drive long-term customer value. These reports explore how to increase client retention through proactive CSM outreach, structured onboarding, QBR frameworks, and customer education. Whether you’re building a new CS function or optimizing an existing one, you’ll find proven strategies and benchmarks here.
Topics include CSM roles and team structures, customer lifecycle segmentation, and the latest CSM technologies driving engagement and expansion. You’ll also explore how top companies manage renewal and upsell strategies to boost NRR. Real-world case studies—from SaaS to e-commerce—show how leading CS teams support product-led growth and reduce churn. Browse below to access both free and premium reports designed to elevate your customer success and retention efforts in today’s competitive market or visit our full Research Shop to explore all available reports across industries.
Customer Education Strategies: How Knowledge Drives Retention
Customer education boosts retention, lowers support costs, and drives upsells. This report explores formats, lifecycle integration, and impact measurement. Includes best practices and case studies from SaaS and e-commerce.
CSM: Best Practices for Proactive Outreach
Proactive outreach reduces churn and boosts expansion. This report shares segmentation tactics, playbooks, and tech stacks to help CSM teams deliver value before problems arise.
Renewal & Expansion Strategies: Upsells, Account Reviews, and QBRs
Retention is the new growth engine. Learn how to design upsell programs, structure strategic QBRs, and track health scores to boost NRR. Includes tools, segmentation tactics, and SaaS case studies.
Case Study: How Notion’s CS Team Supports Product-Led Growth at Scale
Notion scaled CS without scaling headcount. This case shows how data, community, and automation drive PLG success. A must-read for SaaS teams embracing freemium-to-enterprise growth.
