Today we are going to explore one of the biggest – and yet least talked about – misconceptions around Customer Success: that you can effectively offset churn with upsells. This misconception starts with basic math; if you lose X dollars when a customer cancels their subscription (or decides to stay but pays you less because of …
As we enter 2017, what trends are shaping how companies are treating Customer Experience (CX)? What obstacles, challenges or blind spots will Customer Success, Marketing and Customer Support leaders likely run into when trying to improve CX? And, how can they do CX better? These are big, important questions and thoughtful answers are paramount to …
Ready or not, here comes 2017! As 2016 draws to a close, we want to help our readers gear up to kick their Customer Success to the next level in the coming year. This last Fighting Churn post before the new year is filled with insightful reads to help you plan and prepare for your most …
Churn Fighting Focus: Can you ignore 95% of your churn? As Customer Success pros, our instinct is obsessively worry about and vehemently fight any and all churn. Every customer we lose is a disappointment, any dips in our retention rate make us cringe. But when you dig a little deeper, it turns out that numbers can be deceptive; …
Churn Fighting Focus: Making customers’ first experiences count When the phrase “we’ve won the customer” is used, we tend to think of the moment when a prospect becomes a customer, when they first sign up for your product or service. But when 40-60% of software users only open an app once and then never log in again, the reality is …
Churn Fighting Focus: When customer relationships start right, they stay right Today we are putting on our psychology hats to take an closer look at an important fact we often forget during the daily grind: human nature affects the nature of business. But before you think about skipping over this part of the post – “this is psycho-babble …
At a high level, the journey from prospect to customer seems very straightforward: start in marketing as a lead, get handed off to Sales once qualified as a good prospect and finally arrive in Customer Success to be onboarded and made successful. But what happens when there is little communication – and even less alignment …
Churn Fighting Focus: QBR Mistakes for CSMs to Avoid Too often Quarterly Business Reviews provide little or no additional value to the client and lack focus, accountability or incentive for your client to make this meeting a priority again. It is up to you as the Customer Success Manager to make a QBR great. But how? But never …
Churn Fighting Focus: The essential skill set for Customer Success Managers You have decided to bring a(nother) Customer Success Manager on board – very exciting! But now you might be wondering where to begin your search and what type of candidate you should be looking for. If this sounds like you, never fear – you are not alone. …
When your manager tells you to have “strategic conversations,” your first instinct as a Customer Success Manager might be to hit the panic button. Am I not being strategic? Isn’t that my job? Am I not doing my job?!?! “Strategic conversation” is, unfortunately, a really vague term. It means something different to everybody – including two …
Special Announcement: ChurnZero will be at Customer SuccessCon East! The ChurnZero team will be at Customer SuccessCon East in Boston on Thursday, October 20th, 2016 – and we want to see you there! We love this conference because it is deliberately designed to maximize opportunities for attendees to network with other customer success professionals and to …
Every business would like to know why their customers cancel and every business wishes they could predict when customers are on the verge of cancelling. Then every business could be proactive in saving and satisfying their customers, right? Unfortunately, just looking at the churn metric doesn’t offer much information. It certainly doesn’t suggest any strategies …
Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires and new titles. The shift to a Subscription Economy and the corresponding shift in Power to Customers means that businesses need to embrace Customer Success just to keep pace, let alone thrive. Yet in many instances, Customer …
As a customer success manager, you know from personal experience that there are many ways to understand whether customers are actually engaging with your products or services. Often times, you can even determine whether the customer is successful by understanding their goals and metrics and aligning your products and services to meet their needs. The …
The boundary between Customer Success and Sales can seem foggy. When the boundary gets too foggy, these questions should be answered: Who is really responsible for upsells/cross-sells at your company? Do renewals belong to the CSM, an account manager or a special sales team? Does each CSM feel confident they’re performing in the role they …
Archives
Categories