58% of SaaS companies report lower Net Revenue Retention (NRR) today than two years ago. This decline signals a deeper issue where customer satisfaction no longer guarantees commercial success.
84% of organizations are currently stuck in the "Good Enough" zone. In this middle ground, improving satisfaction scores fails to increase retention or drive expansion. A customer who rates you a 6.4 is almost no more likely to renew than one who rates you a 5.5. Satisfaction scores improve, but commercial outcomes do not.
Survival requires crossing the threshold of excellence.
This report provides a blueprint for reversing NRR declines by leveraging telemetry data over traditional sentiment metrics.
Why sentiment misleads Traditional health scores often mask risk because they rely on what customers say rather than what they do. When sentiment and behavior diverge, behavior consistently predicts commercial outcomes. Telemetry data captures "revealed preferences" to predict retention and growth with 90% accuracy.
Identify your growth signals Most features are "Commercial Noise" that do not impact NRR. Only 15–25% of capabilities actually determine commercial value. We distinguish between "Bridge Features" that secure safety and "Dynamic Features" that drive expansion.
Three steps to excellence Shift resource debates from subjective opinion to observed behavior. The report outlines a three-step path to move customers out of the "Failure Zone"
