In most Dynamics 365 partner organisations, budgeting is still primarily about money: revenue, costs, margins and the desired bottom line of course.

But in the world of subscription models, it is increasingly qualitative aspects that determine whether your figures at the end of the year are correct.

Unlike the traditional world of on-premise licensing, SaaS license revenue is generated monthly. This means it takes much longer for a project to become profitable for you as an implementation partner.

f your customer wants to stay with you that long!

And that is precisely why customer satisfaction and churn are two crucial KPIs for measuring the health of a partner organisation.

Unfortunately, at many partner companies these two key figures do not receive the strategic attention they deserve.

Here are some questions that may help:

• Have you already created a budget for the desired customer satisfaction and churn rates as of December 31, 2026? 
  
  
• What concrete actions are you going to take to improve satisfaction and limit churn?
  
  
• Is there clarity in your management team about who will be responsible for these two KPIs in 2026? (spoiler: group responsibility is usually not effective!) 
  
  
• Have you already included satisfaction and churn in the individual targets for 2026?
  
  

👉 What is your focus for budget 2026?