Jason M. LemkinCEO, SaaStr · Co-Founder of SaaStr AI, SaaStr Fund, Adobe Sign

The Hidden Dangers of Good Sales: Is Your Product Falling Short?

20 Nov 2023 · 1 min

Watch on YouTube

0:33

A short talk (YouTube video) emphasizing the risks of relying on strong sales and high Net Revenue Retention (NRR) to mask product or customer-success weaknesses. The speaker warns that strong expansion (upsells, cross-sells) can hide poor Gross Revenue Retention (GRR) and service/product issues, which founders and CS teams should monitor.

Chapters

Like, you know, for most of us, we focus on nrr, net revenue retention. That includes upsells, cross sells, expansion. A good sales team, you know, can really hide the sins of a bad product, right? So if you have a pretty good nrr, but a not so good grr, you know, you've got to be careful as a founder, as a CS team, that means that your ability to do business is very, very strong. And maybe your ability to service your customer, maybe your product is weak.