Three Customer Success strategies to safeguard business stability and spur growth in a downturn
ChurnZero Blog
by You Mon Tsang
1d ago
This article was originally published in Forbes. A turbulent economy feels like change is coming at you from all directions. Your most lucrative sales channels can dry up. Your best customers can become flight risks. Your top strategies can turn ineffective. Companies that lack the agility to adapt to a shifting business environment will be crippled by inaction or continue down the wrong path. In your subscription business, you can turn the tide in your favor by investing in customer retention and your customer success team. This can help you unlock your potential to generate revenue from exi ..read more
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Be a Customer Success goal-getter: Tips for setting goals and crushing them with Rod Cherkas
ChurnZero Blog
by Emily Nesterick
6d ago
Has the unpredictability of the past few years derailed your professional ambitions? Maybe you sense that you haven’t put a dent in what you set out to achieve—despite feeling like you’ve worked harder than ever to stay afloat. If you think you may be stuck in career purgatory, it’s time to reset your goals. In our webinar, “How to have better goal setting discussions with your manager,” Rod Cherkas of HelloCCO and upcoming author of “The Chief Customer Officer Playbook” shares how to use your next performance review to identify the skills that are the most important for your career growth, a ..read more
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Five things Customer Success professionals want in their next position
ChurnZero Blog
by Emily Nesterick
2w ago
This is a guest article by Swati Garg, founder and CEO, Melo Associates, and Lindsay Lynch, senior recruitment consultant, Melo Associates, a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day. Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and what makes them stay. Here are the top five things Customer Success professionals want in their next rol ..read more
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12 Customer Success predictions and trends for 2023
ChurnZero Blog
by Emily Nesterick
2w ago
The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. However, it’s tough to predict the future alone—so we asked Customer Success leaders across the industry to share their top trends for 2023. A few common themes emerged. First, digital CS will become a way of life due to flat or reduced headcount. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success ..read more
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Customer Success AI™ Launch
ChurnZero Blog
by Chris Pilbeam
3w ago
Content goes here The post Customer Success AI™ Launch appeared first on ChurnZero ..read more
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How to show that sales is not the only path to revenue growth
ChurnZero Blog
by Emily Nesterick
1M ago
This is a guest article by Ali Cudby, co-founder and CEO, CXology, an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not? Here’s the usual story: Company prides itself on being “sales driven.” The sales team is credited for winning revenue, while the Customer Success team is expected to retain the revenue. Sales closes a customer that’s unlikely to succeed (for any number of reasons.) Lo and behold, they churn. Sales got the revenue credited to their n ..read more
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ChurnZero’s greatest hits of 2022
ChurnZero Blog
by Emily Nesterick
1M ago
Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. We also released a number of new product features that got our customers fired up about working with their customers, company, and leadership in new ways that help them show off the value of CS and deliver the best possible customer experience. To help you sift through it all, we’ve put together a greatest-hits compilation of our most popular content and product releases ..read more
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The top five Customer Success webinars of 2022 from ChurnZero
ChurnZero Blog
by Emily Nesterick
1M ago
2022 was a tireless year. If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. For those who did make the time, we see you, we hear you, and we appreciate you. Show us your ways. However—if you want to make good on that unspoken promise to block off your schedule and learn something ..read more
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Beyond ICP: Why Customer Success needs to stress ideal customer behaviors to increase user adoption with Jason Whitehead
ChurnZero Blog
by Emily Nesterick
1M ago
As a CSM, do you have to chase customers into doing the bare minimum required to see product gains, whether it’s responding to an email, showing up to a meeting, or finishing a task? Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. It’s not down to a lack of structure either, since you have defined processes and roles for every journey stage. So, what gives? Jason Whitehead, co-founder of Success Chain, suggests that CSMs need to shift from narrowly looking at customer attributes and tasks, and focus on their b ..read more
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Meet the winners of the 2022 ChurnHero Awards for Customer Success
ChurnZero Blog
by Chris Pilbeam
1M ago
The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. This year’s awards feature five categories representing fundamental business goal of CS teams: onboarding, adoption, renewals and expansion, customer advocacy, and innovation. The entries we received were outstanding, exemplifying the power ..read more
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