NRR has eroded from 110.5 to 107.1 since 2023. This isn’t just a laggard problem. Even top performers are seeing retention metrics slide. In this episode, SBI’s Nick Toman sits down with Dan Harmeson and Craig Riley to explore why traditional health scores are failing — and how durable growth lives inside the data you already have but aren’t using: product telemetry.

“If you can’t see it, you can’t shape it.”

The panel breaks down how AI merges CRM data with trillion-event telemetry to uncover the six natural cohorts of customer behavior. By shifting focus from simple login counts to usage consistency, leaders can predict churn and expansion events with up to 90% accuracy — as far as 12 months in advance.