Customer Success / RevOps
Save Rate ~ (aka "churn save rate", "retention save rate", "cancellation save rate")
Of the customers who signaled they were leaving, the share the team managed to keep.
The fork, why two teams get different numbers
The denominator forks three ways: all at-risk-flagged accounts, only accounts that formally requested cancellation, or only accounts a retention play actually touched, three very different populations and rates.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: CS / retention-operations convention - no single standards body