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5 Proven Things You Can Do To Improve NRR In 2021
Increasing customer retention rates by only 5% can increase profits by 25-95% (HBR, 2014). That’s a powerful case for prioritizing your existing customers. While every B2B leader likes to boast about ARR growth, this economy calls for a more acute focus on ARR’s less flashy cousin: NRR.

While investors are mindful of what NRR indicates (a healthy, vibrant customer base that loves your product and your customer experience, and wants more of it; and a revenue organization that knows how to systematically capitalize on that sentiment), many companies have proudly built a net-new ARR Popeye muscle and a comparatively anemic NRR muscle. It’s a mistake that has costly effects on business.

In the current economy, the best playbook for ensuring growth involves leaning into existing customers rather than acquiring new ones. If you’re searching for new and innovative ways to improve NRR in 2021, join Jake Sorofman, president of MetaCX, and Ross Fulton, founder and CEO of Valuize, as they discuss the five things companies can do to improve NRR in 2021.

Jan 26, 2021 11:00 AM in Vancouver

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Ross G.D. Fulton
Founder & CEO @Valuize
Ross G.D. Fulton has spent 15 + years driving sustainable growth for technology companies. Ross designed and led pre + post sales strategy for a £250m performance-based revenue business in Europe’s largest technology services company. After moving to Vancouver (Canada), Ross built the customer success strategy for one of Vancouver’s largest software companies as part of their overall transition to a subscription-based revenue model. Ross is now the Founder & CEO of Valuize. Valuize is a consulting company that has empowered B2B software companies including Splunk, Datto, Elastic, HashiCorp, Commvault, Databricks, GE Digital and PointClickCare to retain and expand more customers. Valuize achieves these outcomes by increasing the impact, efficiency and scale of their clients' customer success strategies and operations.
Jake Sorofman
President @MetaCX
Jake Sorofman is president of MetaCX, the pioneer in a new outcomes-based approach for managing the customer lifecycle by transforming how suppliers and buyers collaborate and win together. Previously, Jake was CMO of Pendo and chief of research at Gartner. His writing has appeared in dozens of publications, including Forbes, Inc., and Harvard Business Review. Jakes holds a bachelor’s degree in English and political science from University of New Hampshire, an MBA from Bentley University, and a Master of Arts from University of North Carolina.