Customer Success Manager, SaaS, Prisoner Accounts

SaaS: “Prisoner Accounts” vs. “Retaining customers, the right way”

SaaS companies tend to keep a close eye on churn, as it indicates a measure of failure: customers who try out their product and decide it isn’t worth continuing to pay for. However, as it turns out, there is a category of accounts where the customer is not entirely satisfied, nor seeing enough value, but continues paying…