This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. (Yay!)
As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year.
Everyone needs a laugh every now and, then right? Check out this blog post to read ten Customer Success jokes that only a CSM would get.
Just as we could all use a laugh, we could all also benefit from some motivation to start off the new year strong. This blog post compiles a set of five TED Talks that we found to be inspiring that can help guide you in your Customer Success roles.
This post breaks down everything you would ever want to know about Net Promoter Score (NPS) from, how to calculate loyalty, why the score matters, and the characteristics of each of the three categories of survey respondents. If you are thinking about implementing or optimizing an NPS program this is a must read.
When a new customer is assigned to you it’s important to get things started on the right foot and make a good first impression. Check out this post to get a list of five questions you should be asking on your customer kick-off calls.
The handoff of a new customer between Sales and Customer Success is critical moment in the customer lifecycle. But for many organizations, this transfer of customer knowledge is a disorganized mess, lacking clear requirements and fraught with tension. Read part one of this post to understand the importance of the handoff, how to purposefully reset the relationship, and changes to better align Sales and CS.
This post continues on from the topic above. Part two of the series discusses how to shift from customer handoffs to knowledge transfers and prioritize bi-directional feedback loops with the information that is being collected during the transfer.
A slacker customer is someone who could receive value from your offerings but is unwilling to put in the effort to either get started or continue using your products or services. Read this post to take a look at a scenario involving a slacker customer and how you might successfully overcome this churn monster.
This is an installment of our churn monster series, that focuses on a disengaged customer. A disengaged customer is someone that used to care about their progress but no longer does. As a result, they have stopped taking part in day-to-day activities. Check out this post to see how to successfully re-engage with a customer.
These days there’s a lot of discussion about both Customer Success and Customer Experience. This post will set you clear on the definitions of each and go into how they are different as well as what are some of their similarities between the two practices.
Everyone wants to know about which metrics really matter in their industry. This post takes a look at eight different metrics that you should be tracking that have to do with revenue, product usage, and customer sentiment.
We hope you enjoy the blog posts on this list and that you start off the new year strong!
Advice from Customer Success Experts: Best Practices for Year-End Planning eBook
The end of the year is a busy time for Customer Success teams. Businesses are under pressure to finish out the year strong, perform Quarterly Business Reviews (QBRs), determine and refresh KPIs for the new year, finalize budget – and most importantly ensure your customers are successful going into the new year.
We decided to reach out to some industry leaders and solicit their advice for end of year planning. Download this eBook to learn best practices for closing out the year strong and getting set up for a successful new year.
Customer Success Around the Web
- Customer Success Happens on Social Media – Did you know Customer Success happens on social media? Find out how to turn your customers into brand advocates.
- User Onboarding Steps that Can Make or Break Your SaaS Business – How to create a great CX that leads to retention and advocacy from the very first interaction with a potential customer.
- How Artificial Intelligence Plays a Crucial Role in Customer Success – We are living in the era of tech-disruption. It’s either you embrace technology, or your business is rendered obsolete in he modern do-or-die business landscape.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.