For a long time, winning a new deal is glamorous and always gets the spotlight, while retention seems to be running at the backend quietly without much notice. Nowadays, more and more business leaders (especially SaaS based business) are shifting their attention towards retention - they realize that retention is the crucial foundation for long term sustainable growth, and a far more cost effective way to bring incremental new sales. In Refinitiv (the Data & Analytics Division of London Stock Exchange), we believe 'Retention Is Growth' and everyone in the organization has a role to play. In this session, I will share some thoughts and best practices on how can CSM be a growth engine for the business.
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