Fixing the Leaky Bucket: How We Systematically Improved GRR by Focusing on Prevention, Not Saves

Session Abstract

In this session, leaders from Commvault share how they transformed their retention strategy by shifting from reactive churn management to proactive risk prevention. Attendees will learn how to identify preventable churn, uncover breakdown points across the customer journey, and implement triggered retention plays that connect risk signals directly to action. The discussion also covers restructuring CSM workloads around customer impact rather than simple account coverage to drive stronger Gross Revenue Retention outcomes.