by Abby Hammer | Mar 30, 2017 | Customer Experience
There is an experience universally dreaded by all Customer Success pros: The Surprise Cancellation. A customer who you thought would renew unexpectedly gives notice, leaving you with the ever-so delightful tasks of trying to convince that customer to stay and...
by Abby Hammer | Mar 23, 2017 | Engagement, NPS, Team Strategy
Today we are going to explore one of the most common questions Customer Success teams grapple with: how many accounts should each Customer Success Manager own? If you’ve done research on this question, the odds are decently high that you have come across the...
by Abby Hammer | Mar 16, 2017 | Customer Loyalty, Team Strategy
It’s a safe bet that many of us have read – or at least have heard of – Stephen R. Covey’s pioneering self-help book, “The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change.” A ground breaker when it...
by Abby Hammer | Mar 10, 2017 | Customer Success Strategy, Onboarding
Imagine this scene from a Customer Success team meeting, which may sound all-too-real/familiar for many of you: Well-Meaning Manager: “We need to be more proactive in how we manage our customers. Going forward, I want everyone to set aside [insert...
by Abby Hammer | Mar 8, 2017 | Company News
Hey, you guys – get ready feel some serious love, followed by some serious excitement. The ChurnZero Team has spent the first two months of this year focusing on your requests and putting together awesome new features to help you fight churn like a beast in...
Recent Comments