The 5-Visits-Plus-2-Badges Rule: Essential Customer Success Strategy for SaaS Leaders

Jason Lemkin advocates for the 5+2 rule in customer success: all co-founders and CSMs must conduct 5 on-site customer visits per month (60 annually) and earn 2 customer badges yearly for bonuses. The strategy builds attitudinal loyalty, reduces churn, and generates significantly higher lifetime value through personal relationships and trust-building.