Gainsight surveyed executives back in March to understand their concerns related to COVID-19 and again a few weeks ago, to see how their focus is evolving. Customer retention remains top of mind, of course, but what does that actually mean in terms of their company’s priorities and the impact on renewals? 

The latest survey findings:

• Churn Rates Are Going Up, But Not As Much As People Thought
• Net Retention Rates Are Also Getting Worse – But Not As Bad As People Thought
• Companies Are Keeping Or Growing CS Teams 
• Churn and Product Are Top Focuses for Companies

We also asked respondents about what top actions they’ve taken since COVID-19 started, and what they see as the next challenges facing CS.

Click here to read Nick Mehta’s blog post for the detailed analysis.