Insights on expansion, NRR, and the signals CS teams are missing. From the Cuelock team.
They want to know you'll do what you said you'd do.
The industry romanticizes relationship-building in CS. But customers who love their CSM still churn. Reliability is the actual product. Relationships are the byproduct.
2026 Benchmarks by Stage
Net Revenue Retention (NRR) measures whether existing customers grow or shrink ARR. The 2026 stage benchmarks, formula, and what CS teams control.
Custify CS Industry Statistics, 2026
Industry data shows 70% of CS teams lack formal enablement. That's why playbooks fail to save at-risk accounts. The data on the execution gap.
Microsoft Work Trend Index, 2023
Microsoft's Work Trend Index found 55% of meetings end without clear next steps. For CS teams, that ambiguity maps directly to missed commitments and churn.