In B2B SaaS and services, acquisition gets the headlines, but retention/expansion quietly drives 70-80% of long-term value.
Why CS is a Growth Lever:
- Cheaper than new logos (5-25x less cost).
- Compounds revenue through upsells/cross-sells.
- Builds advocacy and referrals.
How to Activate It:
- Align CS goals with revenue (not just “happiness”).
- Track expansion metrics (NRR >100%).
- Proactive outreach vs reactive support.
- Cross-team handoffs with Marketing/Sales.
At Refractive Concepts, we help integrate CS into your GTM for predictable scaling.