Customer success professionals should focus on net revenue retention (NRR) to prove ROI - Interview with You Mon Tsang of ChurnZero

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You Mon joins me today to talk about customer success, why it’s more important now than ever, what firms should be doing to successfully navigate a downturn and why a customer success mindset would benefit almost every organisation. This interview follows on from my recent interview – Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench – and is number 439 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.