Summit US Case Studies N3 Case Study 3

Transforming Microsoft Customer Success: How a Focus on Net Retention Rate Increased + Drove Better Customer Relationships

Wednesday May 6, 2020 | 12:35 PM - 12:55 PM

Sponsor Name: N3

Speakers: David Runsvold, Director CSM Management Microsoft, Marcel Florez, President, N3

When Microsoft launched an initiative to reduce customer churn, they uncovered the keys to driving additional customer revenue through Customer Success. The result was a significant increase in NRR (the total value of renewed contracts plus the revenue gained through upsells and cross-sells), well above the industry benchmark of 96%.

Join David Runsvold, Microsoft Director CSM Management, and learn how Microsoft transformed their Customer Success practice from a cost center to a revenue driver. By focusing on the right customer relationships, Microsoft:

Increased NRR

Expanded product usage

Drove cross-sell + up-sell revenue

Reduced churn, and

Developed brand advocates