Do customer success teams have an operational leadership gap?
ChurnZero Blog
by Chris Pilbeam
4d ago
Most CSMs are struggling to hit their goals this year, according to new research. In a poll of CSMs conducted by ChurnZero and SuccessCOACHING, only 41% of CSMs said they could achieve their goals without working extra hours on evenings or weekends, and just 40% said their goals are realistic. Given the last two years of RIFs and pre-emptive job moves, and higher workloads for the CSMs who’ve stayed in place, that’s not entirely surprising. Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. We asked CSMs to ..read more
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The customer success outreach technique for hitting all of your accounts with value, regularly
ChurnZero Blog
by Chris Pilbeam
1w ago
“You need to be proactive, not reactive.” “Our team needs to do more with less.” “We need to make things more scalable.” As a CSM, you hear these truths all the time, says customer success coach Ryan Johansen—and they never get easier to hear. After all, it’s not like you don’t want to talk to your customers more often. What’s hurting your customer success outreach is that you manage a lot of customers, some are noisier than others, and you have limited time. The bottom line, though, is that failing to talk to customers regularly creates an uphill battle. Time flies, accounts fall through the ..read more
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Four key insights for SaaS and CS leaders from the 2024 B2B SaaS Benchmarking Survey
ChurnZero Blog
by Chris Pilbeam
2w ago
The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Last month, ChurnZero CEO You Mon Tsang and SaaS Capital managing director Rob Belcher dug into the findings of the latest survey—now in its 13th year—to unpack its data and what it means for CS teams. You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. This year, the SaaS industry faces a unique set of trends: th ..read more
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How to drive bigger outcomes with a smaller customer success team
ChurnZero Blog
by Chris Pilbeam
3w ago
Customer success teams are faced with a unique and exciting challenge. The expectation to drive bigger customer outcomes has never been higher, yet hiring freezes and layoffs mean we’re often left with smaller teams to achieve these tasks – which means that the resilience of every CSM and CS leader is being tested. The good news is that it’s possible to tackle these outcomes efficiently. It may not be easy… but it’s definitely possible.  It’s important to remember that customer success isn’t a one-size-fits-all role. It requires a nuanced understanding of a company’s product, customer ba ..read more
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Digital customer engagement: how to balance one-to-one and digital interaction
ChurnZero Blog
by Chris Pilbeam
1M ago
Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books, implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Make sure you’re still delivering high-touch, one-to-one engagement. Wait, say that again? What we mean is that it’s time to reevaluate. Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital lands ..read more
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Digital Customer Success: A Getting Started Guide – Part 1
ChurnZero Blog
by Marley Wagner
1M ago
Every customer success leader I know is being asked to do more with less. I could go on and on about the macroeconomic factors, the cycle of overhiring and layoffs, and the “new normal” for spending justification that’s causing this, but I won’t. Instead, I’ll just focus on that reality. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. Full stop. It’s no longer a fancy thing, years out on the roadmap, that only highly mature CS organizations are good at. Utilizing technology to automate is now a necessity of an effective c ..read more
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The Hidden Impact of Investing in Customers
ChurnZero Blog
by Chris Pilbeam
1M ago
This is a guest post by Todd Busler, CEO of Champify.  When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue.  Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity.   TrustRadius found that 72% of buyers use their past experiences to inform their buying decisions. Customer success is one of the most impactful teams on the post-sale experience. At Champify, we wanted to understand how previous experience impacted conv ..read more
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Three effective strategies for improving customer onboarding with AI
ChurnZero Blog
by Chris Pilbeam
1M ago
AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively.  It’s easier than ever before to map out effective customer journeys with automated milestones and tasks. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. And let’s not forget that sending out highly detailed recap emails after customer calls has never been easier.  AI is here to stay and it will ..read more
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The top 2024 customer success trends predicted by industry experts
ChurnZero Blog
by Chris Pilbeam
1M ago
It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts. Every investment dollar is harder to obtain, and CS leaders and their teams face more pressure than ever to deliver results. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang ..read more
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Here’s to customer success in 2023: a wrap-up of new ChurnZero features, resources, and recognition
ChurnZero Blog
by Chris Pilbeam
1M ago
Goodbye, growth at all costs. Hello, efficiency, profitability, and getting the most from the resources you have. While a rollercoaster year for SaaS, 2023 saw customer success teams held the line, set new standards and best practices, and evolve CS into a discipline more sophisticated and significant than ever. We’re proud to have played a supporting role in their success. “It was a tough macro year for B2B companies,” says our CEO and co-founder You Mon Tsang, “but ChurnZero managed milestones like first-to-market product innovations, numerous awards, industry analyst accolades, and new par ..read more
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