The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 12 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
Kopp: Retention and Acquisition Must Report to the Same Leader
“My view is that retention and acquisition, but both should sit under the same leader. Why would you go about acquiring customers that you can't retain? The incentives, incentive alignment, everything should tie together.”
Kopp: SaaS Boards and C-Suites Will Discuss NRR More Than Ever
“I believe at a board level discussion at a C-suite, we're going to see more and more discussion, particularly for those of you in marketing you're going to hear more about NRR than ever.”
Kopp: Modern marketing massively underfunds customer marketing
“I think marketing today is massively underfunded as it relates to customer marketing.”
Terminus shifted CSM compensation from gross dollar to logo retention
“We changed CSM compensation to go from gross dollar retention to logo retention. So even if that meant that we had to right size an account, we always wanted to do what was right for the customer.”
Kopp: Most SaaS retention issues break down during team handoffs
“I think we're a lot of the retention issues breakdown as in handoffs.”
Kopp: Single-product SaaS companies struggle to increase net retention
“If you're a single product company, it's really hard to move the lever on net retention.”
Kopp: A Single Point of Contact for Escalations Drives Retention
“There's just so much power and focus and having the singular point of contact that all escalations go through. If you could do one thing, that would be the one thing I would suggest.”
Kopp: B2B companies have no excuse for boring marketing
“Quit being so boring. Just because you're in B to B is not really a license to suck. You need to really up level your game and continue to get more and more creative with marketing.”
Terminus had its CPO lead customer success for six months
“In fact, the person is our chief product officer. I had him go and lead our customer success team for six months to understand and have empathy for our customers, for what they're doing to really embrace that, to be able to make better trade-offs.”
Kopp: Terminus Boosted Net Retention Rate by 40 Points in One Year
“We move NRR, our 40 points in a year, which is pretty remarkable.”
Kopp: Terminus shifted significant marketing budget to customer-facing discussions
“I shifted a significant amount of resources into customers and to making sure that we did the proper level of frankly, just like getting marketer to marketer discussions happening and we embrace the mindset of no selling, but just hands-on marketer to marketer…”