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CS as a SaaS growth strategy, measuring churn the right way, cultivating super users

CS as a SaaS growth strategy, measuring churn the right way, cultivating super users

by Abby Hammer | Jul 28, 2016 | Churn, Customer Success Strategy

We begin this week with some exciting news for the team here at ChurnZero: we were named by Washington Business Journal as one of five DC startups that could be the next big thing! In the article, our CEO You Mon Tsang talks about his long career as a...
Putting the marketing in customer success, the power of cohort analysis, engaging executives early to drive success

Putting the marketing in customer success, the power of cohort analysis, engaging executives early to drive success

by Abby Hammer | Jul 21, 2016 | Customer Success Strategy

On the other end of the marketing funnel… is another funnel. If marketing and sales drive the marketing funnel, you could make the argument that the other end is driven by the customer success team or by customer success marketing. The tactics involved to...
How to stop CS firefighting, turning customers into advocates, data-driven hacks to reduce churn

How to stop CS firefighting, turning customers into advocates, data-driven hacks to reduce churn

by Abby Hammer | Jul 14, 2016 | Churn, Customer Success Strategy

You head into work with a strict schedule: call your three newest customers to see how onboarding is going, meet with the product and development teams and finish helping the client who phoned in yesterday with questions about your app’s newest feature....
Minding the relationship gap, learning from masters of CS, checking in on B2B trends, achieving the owners mindset

Minding the relationship gap, learning from masters of CS, checking in on B2B trends, achieving the owners mindset

by Abby Hammer | Jul 8, 2016 | Customer Loyalty

As customer success teams know all too well, relationship types can be positive or negative, distant or intimate, and intense or weak, communicative or noncommunicative, and so on. Your CSM team has customers with various needs that may even change on a daily or...

Recent Posts

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  • ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022
  • The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer
  • A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang

Recent Comments

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  • Customer Education & Its Best Practices | ChurnZero on Customer education in SaaS: how to grow user competence, confidence, and capacity for change
  • Force Field Analysis for Customer Success | ChurnZero on Customer Success and Product: How to Align Your Customer-Centric Stars (Part 1 of 2)

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