Greg Daines challenges the traditional belief linking customer satisfaction to retention. Drawing from research and his own findings at ChurnZero, the article delves into the unexpected disconnect between satisfaction scores and customer loyalty, urging businesses to reevaluate their understanding of customer behavior in today's dynamic marketplace.

Dave Jackson delves into the intricacies of Net Revenue Retention (NRR) as a growth metric, emphasizing the need to consider costs. A former CEO and founder, Jackson highlights the importance of sustainable and profitable growth, urging businesses to look beyond surface-level metrics for a comprehensive understanding.