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Adoption
- 9 Walkthrough Tips To Increase Product Adoption
- A Quick-Start Guide To Low- and Mid-Touch Feature Adoption
- Driving Adoption as a CSM, Tracking Red Flag Metrics, and 5 CS Post-Sales Pitfalls
- How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success
- How to Guide Your Team and Customers Through the Customer Change Management Process
- Q&A: Digital Customer Success Strategies to Drive User Adoption
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
Churn
- 4 types of churn, 3 approaches to maximizing CLV, 2 elusive metrics everyone biffs, 1 start-up who beat average churn by 1000% – and ChurnZERO
- 7 Step Guide to Perform a Customer Churn Analysis
- Busting Customer Success myths, should you prioritize churn or growth, why CS pros make the best leaders
- Churn Monster: Abandoned
- Churn Monster: Acquired
- Churn Monster: Bad Fit
- Churn Monster: Black Swan
- Churn Monster: Cash-Strapped
- Churn Monster: Championless
- Churn Monster: Cheater
- Churn Monster: Disengaged
- Churn Monster: Ghosted
- Churn Monster: Know It All
- Churn Monster: Manic
- Churn Monster: Slacker
- Churn Monster: Stuck
- Churn Monster: The Victim
- Churn Monster: Unlucky
- Churn Rates! And More Math
- Churn Reasons: You’re Not Digging Deep Enough
- Critical onboarding mistakes to avoid, what works (and doesn’t!) for structuring CS, predicting churn without machine learning
- CS as a SaaS growth strategy, measuring churn the right way, cultivating super users
- Current customers as catalysts, startup spend on churn, CS listicle of retention strategies
- Customer Experience trends, why churn should be a sales rep problem, tricks for upselling and cross-selling
- How to stop CS firefighting, turning customers into advocates, data-driven hacks to reduce churn
- Ideas for Handling More Customers at Scale, Scaling Customer Success, and How Addressing Churn Saved Salesforce
- Identify leading indicators of churn, how to tell if you’re joining a CS-focused company, the right customers at the right time
- Insightful ways to analyze churn, SaaS Quick Ratio as a growth trajectory, tricks for up-selling & cross-selling
- Isolating churn you can ignore, scaling CS with logical customer segmentation, approaches for proactive CS
- Kayne West, Customer Success v. Customer Service, Churn Reduction Tips
- Leading indicators of customer success, effective success stories, email campaigns that reduce churn
- Learning Lessons from Churned Customers, Customer Retention Tips, and Why Customer Success fuels Growth
- Perfect timing for upsells, avoiding flawed CS frameworks, the power of proactive customer education
- Predictions for Customer Success in 2018
- Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
- The anatomy of passives and detractors in NPS, why you need to call your churning customers, the only 2 reasons customers churn
- The art of strategic conversations in CS, learning opportunities from churn, ways to make CS a key business metric
- The case for CS as a critical business investment, stretch v. bad-fit customers, types of churn and how to combat each
- The essential skill set for CSMs, putting the value in value pricing, improving product focus to reduce churn
- The Fear of Churn
- The magic of cross-functional communication, sales mistakes that lead to churn, achieving CS transformation
- Tips for Avoiding Customer Churn Early, Big Companies Don’t Churn. They Quit You., Customer Success to Drive Growth
- When churn isn’t a bad thing, ideas for automating personal emails, principles of a customer-centric company
- When Customers Give Notice: Handling the Cancellation Conversation
- Who has skin in the CS game, the pain of bad-fit customers, techniques to combat involuntary churn
- Why More Companies Need to Adopt the Customer Success Mentality
- Why you can’t offset churn with upsells, techniques for better understanding your customers, avoiding CS getting stuck in a vacuum
- Winning back cancelled customers before they churn, lesser-known ways churn hurts your company, key metrics for new CS platform users
Company News
- A Letter From Our CEO: BIG RYG 2021
- Announcing the Winners of ChurnZero’s 2020 ChurnHero Awards
- ChurnZero Announces New CCO, CMO, and VP of Sales
- ChurnZero Announces Partnership with Zoho Marketplace
- ChurnZero Becomes a HubSpot Connect Beta Integrator
- ChurnZero Becomes One of the First Custom-Built Integrations on Segment
- ChurnZero Earns a 2020 Tech Cares Award from TrustRadius
- ChurnZero Earns a 2020 Top Rated Award From TrustRadius
- ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration
- ChurnZero Establishes New European Headquarters to Support Global Growth
- ChurnZero Leads G2’s Momentum Report for Customer Success Software
- ChurnZero Leads Momentum Grid on G2 For Second Season
- ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data
- ChurnZero Named 2019 Moxie Award Finalist
- ChurnZero Named 2019 SaaS Awards Winner
- ChurnZero Named 2021 Category Leader for Customer Experience Software by GetApp
- ChurnZero Named 2021 SIIA CODiE Award Finalist
- ChurnZero Named a 2019 Moxie Award Finalist
- ChurnZero Named a Leader in G2 Crowd’s Fall 2018 Report
- ChurnZero Named CODiE Award Finalist for Best Customer Success Management Solution
- ChurnZero Named Customer Success Leader in G2 Winter 2020 Momentum Report
- ChurnZero Named Finalist for 2020 SaaS Awards
- ChurnZero Named Front Runner for Customer Experience Software
- ChurnZero Named in Northern Virginia Tech Council 2019 Tech 100 Honorees
- ChurnZero Named Overall SaaS Category Winner in 2018 APPEALIE Awards
- ChurnZero Named Overall SaaS Category Winner in 2019 APPEALIE Awards
- ChurnZero Named Overall SaaS Category Winner in 2020 APPEALIE Awards
- ChurnZero Named Overall SaaS Category Winner in the APPEALIE Awards
- ChurnZero Named SIIA CODiE Award Finalist
- ChurnZero Named to the 2018 NVTC Tech 100 List
- ChurnZero Once Again Named the #1 Momentum Leader by G2
- ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services
- ChurnZero Raises $25 Million in JMI Equity-Led Series B Funding
- ChurnZero Raises $7M in Series A Funding Round
- ChurnZero Ranks No. 31 on the World’s Fastest-Growing SaaS Companies List
- ChurnZero Receives 2021 Top Workplaces Award from The Washington Post
- ChurnZero Recognized as a Leader in the Washington D.C. Tech Scene by G2 Crowd
- ChurnZero Recognized by SIIA CODiE Awards as Best Customer Success Management Solution
- ChurnZero Release Notes – April 2017
- ChurnZero Release Notes – March 2017
- ChurnZero Security: Announcing SOC 2 Type 2 Compliance
- ChurnZero Selected as Best Tech Startup Finalist in 2019 Timmy Awards
- ChurnZero Shortlisted for 2021 SaaS Awards
- ChurnZero Team Named in Top 100 Customer Success Strategists
- ChurnZero: Customer Success Professional Spotlight
- ChurnZero’s Greatest Hits from 2019: Feat. Top 10 Blog Posts and Other Noteworthy News
- ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News
- ChurnZero’s Greatest Hits from 2021 Feat. Top 10 Articles and Other Noteworthy News
- EY Announces You Mon Tsang as an Entrepreneur Of The Year® 2021 Mid-Atlantic Award Finalist
- G2 Reveals Best Software Companies 2020: ChurnZero Earns Spot on List
- Going for Success
- Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations
- TrustRadius Announces ChurnZero as a 2019 Top Rated Award Winner in Customer Success Software
COVID-19 Resource
- 3 Customer Retention Strategies for the Pandemic’s Next Wave
- 3 Strategies to Help Customer Success Teams in Uncertain Times
- 7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar
- How Customer Success is Rising from Response to Recovery: Usage Insights from ChurnZero
- Preparing Your Team for an Uncertain Future
- Q&A: Customer Success – Gain Strength Now
- Your Company Will Get A Taste of Remote Work. What Happens Post-Coronavirus Crisis? Try This Hybrid Remote Schedule That Works.
- Your Game Plan for Customer Retention During Uncertain Times
Customer Experience
- 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience
- ChurnZero Named Front Runner for Customer Experience Software
- Customer Experience trends, why churn should be a sales rep problem, tricks for upselling and cross-selling
- Customer Experience vs. Customer Success: Are They the Same?
- How Customer Success Differs from Customer Service, Experience & Everything Else!
- How SaaS Companies Can Improve Customer Experience
- Making customers’ first experiences count, why you should love your unhappy customers, calculating customer delight
- Primers, tips, the best and the worst
- Q&A: How to Use Sales and Marketing Data to Create a Connected Customer Experience
- Remedies for unhealthy customer symptoms, reasons to hire CS leadership before Sales, why your customer experience feels impersonal & mechanical
Customer Feedback
- An Abbreviated Guide to Customer Satisfaction Surveys (NPS®, CSAT, CES)
- Customer Feedback: The Importance of Both Positive and Negative Reviews
- Customer-centric success milestones, how your CAC can determine your company’s fate, why customer feedback is everything
- How Best to Create a B2B Customer Survey
- Q&A: How To Transform Reviews Into Recurring Revenue
- Strategies to convince customers to upgrade, building effective customer surveys, how Sales can impede CS
- Voice of the Customer – Part 1 – Moments of Truth
- Voice of the Customer – Part 2 – Analyze and Respond
- Voice of the Customer – Part 3 – Close the Loop
- Why Customer Success Should Care About Review Sites And Which Ones To Focus On
Customer Journeys
- 5 Essential Steps for Customer Journey Mapping Initiatives
- Building a productive CSM calendar, transitioning from touchpoints to customer journeys, the power of documentation for CS
- How to Effectively Deal with a Bottleneck in Your Customer’s Journey
- Maximizing Customer Success Through Journey Mapping
- Meet Bri, Customer Success Team Lead at ChurnZero
- Perfect timing for upsells, avoiding flawed CS frameworks, the power of proactive customer education
- Q&A: Lessons Learned: A Reflection on Customer Journey Mapping
- Q&A: Managing the Customer Journey to Accelerate Account Expansion
Customer Loyalty
- 6 Ways to Spread the Customer Love
- 7 Trust-Building Tactics to Increase Customer Loyalty
- Customer Advocacy: How to Get Your Customers and Customer Success Team Invested
- Habits of highly effective CS teams, CS as the foundation for predictive Sales & Marketing, the Value Framework & customer loyalty
- How wrong customers can cripple your growth, reasons sales should care about CS, how to make your customers fall in love with you
- Minding the relationship gap, learning from masters of CS, checking in on B2B trends, achieving the owners mindset
- Q&A: Building a Forever Transaction with Every Customer
Customer Success Strategy
- 10 Punny Customer Success Jokes
- 12 Quick and Easy Engagement Automations for Customer Success
- 3 BIG RYG Sessions that Help You Level Up as Customer Success Manager
- 3 Key Customer Success Insights that Drive SaaS Growth
- 4 Customer Success Lessons That You Can Learn From Playing Tetris
- 5 of the Best Customer Success Infographics
- 5 Reasons Why You Should Submit a Speaking Proposal for BIG RYG
- 5 Steps for a Smoother Customer Escalation
- 6 Scary Things About Customer Success
- 6 Things CSMs Need to Do Today to Blow Q4 Out of the Water
- 6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1
- 6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 2
- 8 BIG RYG Speakers to Follow on Twitter
- A Day in the Life of a Customer Success Manager Using ChurnZero
- A Quick-Start Guide To Low- and Mid-Touch Feature Adoption
- Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs
- Advice from Customer Success Experts
- Avoiding the ‘where did we go wrong’ moment, Millennial Customers and the Customer Success Tipping Point
- Busting Customer Success myths, should you prioritize churn or growth, why CS pros make the best leaders
- Celebrating Customer Successes, Speaking your Customer’s Language, and Getting Ahead of Fires
- Conversational marketing & the future of CS, why companies fail their customers, habits of highly proactive CSMs
- CS as a SaaS growth strategy, measuring churn the right way, cultivating super users
- CSM Confidential – Part 1: Difficult Customer Conversations
- Customer Success Management Tips for Rebuilding the Partnership, How to Prepare for a Customer Success Interview, Customer Success is your Company’s Success
- Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG
- Customer Success Resolutions for 2018
- Defining the Gray Area Between Stretch-Fit and Bad-Fit Customers
- End of Year Customer Success Checklist
- Expert Tips from Customer Success Leaders
- How to Guide Your Team and Customers Through the Customer Change Management Process
- How to stop CS firefighting, turning customers into advocates, data-driven hacks to reduce churn
- How wrong customers can cripple your growth, reasons sales should care about CS, how to make your customers fall in love with you
- Identify leading indicators of churn, how to tell if you’re joining a CS-focused company, the right customers at the right time
- Isolating churn you can ignore, scaling CS with logical customer segmentation, approaches for proactive CS
- Making the Most of Your B2B Summer Customer Success Slump
- Platform leakage, college churn and building moats
- Pro Tips from Customer Success Leaders
- Putting the marketing in customer success, the power of cohort analysis, engaging executives early to drive success
- Q&A: How to Build Effective Customer Success Plans
- Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning
- Q&A: New Manager’s Guide for a Customer Success Strategy Implementation
- Q&A: The Case for Billable Customer Success
- Q&A: The New Next Normal: Maturing Your Customer Engagement Approach to Meet Modern Needs
- Q&A: Unpacking the Power of the Executive Business Review
- Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies
- Q4 Customer Success: Renewals and Retention Process
- Retention Deficit: How To Keep Customers by Talking About More Than Your Product
- Rethinking the Quarterly Business Review (QBR)
- Rules of Engagement for Customer Success and Sales: Considerations and Examples
- Rules, Data, Instagram and HelloFresh
- Serious About Customer Success? Your CRM is Not Enough!
- Setting Expectations with Customers, Becoming a Customer Success Leader, and The Difference Between Customer Success and Account Management
- Spring Cleaning Customer Success Checklist
- Stealing Customers, Anatomy of Connected Customers & CSM’s New BFF
- Steps to Proactively Manage Your Q4 Renewal Period
- Stop Acquiring Bad Fit Customers, Customer Health Webinar, and Building a Playbook
- TaskRay’s Top 5 Steps to Long Term Customer Success
- Ten Tips and Steps, Chips and Monthly Goodies
- The fundamental flaw of proactive CS, fixed vs. growth mindset in CS, strategies to revamp your onboarding
- The importance of starting customer relationships right, how CS reduces cost of customer acquisition, why CS and Product should be BFFs
- Top 5 Most Popular ChurnZero Webinars to Watch and Share
- Traditional v. Performance CS, infatuating your customers, advice on ideal SaaS pricing
- Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management
- Veto Power, Customer Success Stories, Upselling Tricks and CABs
- Why CSM needs to be a single digit hire, luxury & customer success, excuses to talk to your customers
- Why Customers aren’t using your SaaS Solution, 10 Biggest Mistakes in Customer Success, and Levering Customer Success Automation
Customer-Centricity
- Customer-centric success milestones, how your CAC can determine your company’s fate, why customer feedback is everything
- Fostering a ‘Customer Success First’ Attitude Across Your Organization
- How Customer Success Can Catalyze Customer-Centric Change
- How Online Communities Create Customer Advocacy and Retention
- Q&A: How Your Organization Can Achieve a Customer-First Transformation
- When churn isn’t a bad thing, ideas for automating personal emails, principles of a customer-centric company
Engagement
- [Q&A] B2B SaaS Benchmarks: How Does Your Company Compare to +1,500 of Its Peers?
- 12 Quick and Easy Engagement Automations for Customer Success
- 3 Behavioral Economic Principles for Customer Success
- 5 Steps for a Smoother Customer Escalation
- 5 Steps to Engaging Executives
- 5 Tips for How to Deal With an Angry Customer
- 9 Common Difficult Customer Conversation Mistakes & How to Avoid Them
- 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers
- A Quick-Start Guide to Low-, Mid-, and High-Touch Renewal Outreach Using Plays
- Building a QBR process for your CS team, boosting your day-to-day productivity as a CSM, key CS metrics you should be measuring
- Celebrating Customer Successes, Speaking your Customer’s Language, and Getting Ahead of Fires
- CSM Confidential – Part 1: Difficult Customer Conversations
- Customer Education in SaaS: Growing User Competence, Confidence, and Capacity for Change
- Dear CSM: Stop calling customers just to “Check In”, Marketing, CS, and Sales Alignment, and Getting CS Budgets Approved
- Determining the right number of accounts per CSM, NPS challenges for CS teams, key steps for an effective QBR process
- From Burnout to Balance: Reinventing QBR Workflows for CS Leaders
- High-Touch Customer Success and Automation: The Perfect Match
- How to Build Customer Rapport That Doesn’t Bore
- Ideas for Handling More Customers at Scale, Scaling Customer Success, and How Addressing Churn Saved Salesforce
- Key questions for your next CS hire, tips for handling unreasonable customers, keeping a customer when your champion leaves
- Music, Cars and Apps
- Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn
- Q&A: How to Have More Strategic Customer Conversations
- Q&A: The New Next Normal: Maturing Your Customer Engagement Approach to Meet Modern Needs
- Q&A: The Right Way to Handle Customer Objections & Negotiations
- Q&A: Unpacking the Power of the Executive Business Review
- Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
- Retention Deficit: How To Keep Customers by Talking About More Than Your Product
- Rethinking the Quarterly Business Review (QBR)
- Rules of Engagement for Customer Success and Sales: Considerations and Examples
- Segmentation to Prioritize Customer Engagements
- Simplify Handoffs between Sales and Customer Success, The Importance of User or Customer Onboarding, the Anatomy of a Customer Success Quarterly Business Review
- The art of strategic conversations in CS, learning opportunities from churn, ways to make CS a key business metric
- The CSM’s Guide to Holiday Gifting
- The importance of defining your users’ onboarding story, tips to up your QBR game, how to hire a proactive CSM
- The importance of segmentation – key post-implementation milestones and internal comms about customer success
- The magic of cross-functional communication, sales mistakes that lead to churn, achieving CS transformation
- Tips for Handling Customer Problems, Customer Success Myths Busted, and Improving Productivity with Automation
- When Customers Give Notice: Handling the Cancellation Conversation
- Why You Need to Engage New Users Even After Product Launch
- Your Point of Contact Left: Now What?, Customer Success Hiring Questions, and Engaging Customers without Annoying Them
Eventbrite
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Expansion
- 3 Key Takeaways From ‘Customer Expansion and Customer Success’ Panel
- 5 Alerts Customer Success Teams Need, Who Handles Upsells?, and NPS: More Than Just a Number
- Customer Experience trends, why churn should be a sales rep problem, tricks for upselling and cross-selling
- Getting Customer Success Comfortable with Sales Conversations
- How to Drive Conversions from Trial to Paid Subscriptions
- How to Improve Your Customer Expansion Management Strategy
- Insightful ways to analyze churn, SaaS Quick Ratio as a growth trajectory, tricks for up-selling & cross-selling
- Platform leakage, college churn and building moats
- Q&A: Managing the Customer Journey to Accelerate Account Expansion
- Q&A: Selling for People Who Don’t Love Sales
- Q&A: Selling for People Who Don’t Love Sales – Part 2
- Strategies to convince customers to upgrade, building effective customer surveys, how Sales can impede CS
- The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
- Veto Power, Customer Success Stories, Upselling Tricks and CABs
- Why More Companies Need to Adopt the Customer Success Mentality
- Why you can’t offset churn with upsells, techniques for better understanding your customers, avoiding CS getting stuck in a vacuum
Guide
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Health Scoring
Industry News/Trends
- #TechBUZZ2016, Churn-Fighting Techniques & CCOs
- 10 Customer Success Blogs to Bookmark and Start Reading Today
- 10 Customer Success Takeaways from INBOUND 2018
- 10 WTF (What’s the Future?) Predictions for Customer Success
- 12 Key Takeaways from ChurnZero’s BIG RYG Customer Success Conference
- 15 Customer Success Predictions for 2021
- 20 Customer Success Predictions for 2020
- 2018 in Review: ChurnZero’s Top 10 Blog Posts of the Year
- 2019 Customer Success Themed Grammy Playlist
- 3 In-Person Conferences to Attend Before 2021 Ends
- 5 Customer Success Newsletters to Subscribe To
- 5 Takeaways from Customer SuccessCon Seattle
- 5 TED Talks that Translate to Customer Success
- 7 Podcasts Customer Success Professionals Should Subscribe To
- Announcing the Winners of ChurnZero’s 2020 ChurnHero Awards
- Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards
- ChurnZero Earns a 2021 Tech Cares Award from TrustRadius
- ChurnZero Earns a 2021 Top Rated Award From TrustRadius
- ChurnZero Named 2021 Category Leader for Customer Experience Software by GetApp
- ChurnZero Named 2021 SIIA CODiE Award Finalist
- ChurnZero Named in Northern Virginia Tech Council 2020 Tech 100 Honorees
- ChurnZero Named Overall SaaS Category Winner in 2021 APPEALIE Awards
- ChurnZero Once Again Named the #1 Momentum Leader by G2
- ChurnZero Receives 2021 Top Workplaces Award from The Washington Post
- ChurnZero Represented in APPEALIE 2020 SaaS Leader Awards
- ChurnZero Shortlisted for 2021 SaaS Awards
- ChurnZero’s 10 Customer Success Leaders to Watch in 2019
- ChurnZero’s 10 Customer Success Leaders to Watch 2018
- ChurnZero’s 10 Customer Success Leaders to Watch in 2020
- ChurnZero’s 10 Customer Success Leaders to Watch in 2021
- ChurnZero’s 10 Customer Success Leaders to Watch in 2022
- CS Career Guide: Customer Success Job Titles, Descriptions, & Salary
- Customer Experience trends, why churn should be a sales rep problem, tricks for upselling and cross-selling
- Customer Success in 2017: Trends that will shape the landscape, planning new targets, resolutions you should make – and keep
- Customer Success Is Changing: Top SaaS CEOs Reveal What’s Ahead
- Customer Success Summer Reading List
- Customer Success Takeaways from SaaStr 2019
- Customer Success Takeaways from SaaStr Annual 2018
- Customer Success Team Spotlight: Criteria Corp
- Customer Success Themed Grammy Playlist
- Customer SuccessCon Berkeley 2019 Takeaways
- Everyone’s going subscriptions and 2016 starts… NOW!
- EY Announces You Mon Tsang as an Entrepreneur Of The Year® 2021 Mid-Atlantic Award Finalist
- Getting CS & Sales on the same page, the danger of canned metrics and a check-in on 2016 CS Trends
- Google Search Trends for “Customer Success”
- Hobbying Hard or Hardly Hobbying? Relatable Quarantine Fails From the ChurnZero Team
- Humans, machines, humans again
- Inspiring Graduation Speeches that have Valuable Customer Success Lessons
- Key Takeaways from Customer Success Summit Canada
- Key Takeaways from Customer SuccessCon East 2018
- Nailing the Customer Handoff Between Sales and Customer Success
- Predictions for Customer Success in 2019
- Prevent High-Effort Experiences with CES
- Pulse 2018 Takeaways
- Q&A: Customer Success Study Results Revealed
- Q&A: Role of Customer Success According to Three Leading Investors
- Stay-at-Home Customer Success Reading List
- TechBUZZ Win, the Start of Q2 & Customer Success Learning Cultures
- The Results Are In: BIG RYG 2020 Polls
- The Ultimate Customer Success Playlist to Keep You Motivated This Summer
- Top 10 Customer Success Takeaways from BIG RYG 2020
- Top 10 Customer Success Takeaways from INBOUND 2020
- Top 10 Customer Success Takeaways from SaaStock Remote
- Top 10 Customer Success Takeaways from SaaStr Annual 2021
- Top 10 Customer Success Takeaways from SaaStr Annual at Home
- Top 10 Customer Success Takeaways from SaaStr Scale
- Top 10 Customer Success Takeaways from Technology & Services World 2019
- Top 10 Must Attend Conferences in 2020 for Customer Success Professionals
- Top 20 Business Challenges for Customer Success and Resources to Help
- Top 3 Customer Success Takeaways from SaaStock Remote
- Top 3 SaaStr Build Sessions to Watch On-Demand for Customer Success
- Top 3 SaaStr Scale Sessions to Watch On-Demand for Customer Success
- Top 5 ChurnZero Webinars from 2021 to Watch and Share
- Top 5 Customer Success Takeaways from CCO USA
- Top 5 Customer Success Takeaways from TSIA Interact 2021
- Top 5 Most Popular ChurnZero Webinars to Watch and Share
- Top 5 Must-Attend Virtual Conferences for Customer Success Professionals
- Top 5 Slack Communities for Customer Success Professionals
- Top 5 Udemy Courses to Upskill Your Customer Success Career
- Top Customer Success Takeaways from Pulse Europe 2018
- Top LinkedIn Learning Courses for Customer Success
- Top Ten, Two on Cars and Dreaming of Unicorns
- What’s the Current Job Market for Customer Success Professionals Like?
- What’s the Job Outlook for Customer Success Professionals?
- Where Is Customer Success Headed in 2022?
Job
- Join ChurnZero as a Business Development Representative
- Join ChurnZero as a Business Development Representative
- Join ChurnZero as a Customer Success Manager
- Join ChurnZero as a Customer Support Representative
- Join ChurnZero as a Digital Marketing Manager
- Join ChurnZero as a Marketing Manager
- Join ChurnZero as a Sales Engineer
- Join ChurnZero as an Account Executive
- Join ChurnZero as an Outbound Marketing Manager
Metrics
- 3 Key Customer Success Insights that Drive SaaS Growth
- 4 types of churn, 3 approaches to maximizing CLV, 2 elusive metrics everyone biffs, 1 start-up who beat average churn by 1000% – and ChurnZERO
- Bridging the efficiency gap between Sales and CS, key retention metrics, why CS should be an early SaaS startup hire
- Bridging the Gap Between Customer Success and Marketing, CMOs and Customer Success, and Impactful Customer Metrics
- Building a QBR process for your CS team, boosting your day-to-day productivity as a CSM, key CS metrics you should be measuring
- Customer Success Metrics That Matter
- Customer-centric success milestones, how your CAC can determine your company’s fate, why customer feedback is everything
- Driving Adoption as a CSM, Tracking Red Flag Metrics, and 5 CS Post-Sales Pitfalls
- Everything You Need to Know About Recurring Revenue
- From 16 to 5 to 1!
- Getting CS & Sales on the same page, the danger of canned metrics and a check-in on 2016 CS Trends
- How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory
- How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
- Insightful ways to analyze churn, SaaS Quick Ratio as a growth trajectory, tricks for up-selling & cross-selling
- Key metrics for CS execs, making every employee a part of CS, the importance of your CLV:CAC ratio
- Leading indicators of customer success, effective success stories, email campaigns that reduce churn
- Math, money and more…
- Net Revenue Retention vs. Gross Revenue Retention: Explained
- Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity
- The art of strategic conversations in CS, learning opportunities from churn, ways to make CS a key business metric
- Top 4 Metrics Chief Customer Officers (CCOs) Must Know
- What is Customer Lifetime Value and How to Calculate It
- Winning back cancelled customers before they churn, lesser-known ways churn hurts your company, key metrics for new CS platform users
NPS
- 5 Alerts Customer Success Teams Need, Who Handles Upsells?, and NPS: More Than Just a Number
- An Abbreviated Guide to Customer Satisfaction Surveys (NPS®, CSAT, CES)
- Answers to All Your NPS Questions
- Breaking Down the Ultimate Question – NPS
- Complete Guide to NPS: The Ultimate Question
- Determining the right number of accounts per CSM, NPS challenges for CS teams, key steps for an effective QBR process
- How To Benchmark Your NPS
- How to Use the Voice of the Customer in Your Renewal Conversations
- Optimizing for the 3 stages of churn, ways to build a customer’s perspective journey map, unexpected reasons why CS helps you scale
- The anatomy of passives and detractors in NPS, why you need to call your churning customers, the only 2 reasons customers churn
- What is a Good NPS Score?
Onboarding
- 3 Tips to Onboard Your CSM and Speed Up Their Time to Value
- 5 Questions to Kickstart Your Customer Onboarding
- 5 Reasons Why Holding Your Customers Hand Early On Can Be Beneficial For SaaS
- 5 Signs You May Need to Revamp Your Onboarding Process
- 6 Steps to Rock Your Customer Success Software Implementation
- 6 Tips to Improve Customer Onboarding
- 8 SaaS Onboarding Best Practices
- A Quick-Start Guide to Low- and High-Touch Onboarding Outreach Using Plays
- Critical onboarding mistakes to avoid, what works (and doesn’t!) for structuring CS, predicting churn without machine learning
- How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success
- How to Prepare (the Right Way) for Customer Success Software Implementation
- Q&A: How to Streamline Onboarding to Reduce Churn
- Q&A: Rethinking Customer Onboarding to Accelerate Success
- Simplify Handoffs between Sales and Customer Success, The Importance of User or Customer Onboarding, the Anatomy of a Customer Success Quarterly Business Review
- The fundamental flaw of proactive CS, fixed vs. growth mindset in CS, strategies to revamp your onboarding
- The importance of defining your users’ onboarding story, tips to up your QBR game, how to hire a proactive CSM
- The importance of starting customer relationships right, how CS reduces cost of customer acquisition, why CS and Product should be BFFs
Q&A
- [Q&A] A Day in the Life of a Customer Success Manager
- [Q&A] Customer Success Maturity Model: Know Where You Stand
- [Q&A] Customer Success Operations: Why You Need It & How to Set It Up for Maximum Revenue Impact
- [Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn
- [Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program
- [Videos] Q&A With Customer Success Leaders
- Answers to All Your NPS Questions
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight – Brian Hartley
- Customer Education: The Secret to Scale in Customer Success
- Customer Success & Finance: Get Aligned!
- How Customer Success Can Catalyze Customer-Centric Change
- Meet Bree: CSM at ChurnZero
- Meet Jack, Implementation Specialist
- Meet Morgan: Manager, Implementation Team at ChurnZero
- Meet Naomi, she’s not an actress but a real CSM!
- Meet Rachel: CSM at ChurnZero
- Meet Scott: Customer Support Representative at ChurnZero
- Methods for measuring customer loyalty, why CS isn’t just a feel-good name for account management, can successful customers crisis-proof your company
- Q&A Recap – Coach the Coach: Net Promoter Score (NPS) Calls
- Q&A Recap: 2021 Customer Success Leadership Study Results Revealed
- Q&A: Building a Forever Transaction with Every Customer
- Q&A: Customer Success – Gain Strength Now
- Q&A: Customer Success Study Results Revealed
- Q&A: Digital Customer Success Strategies to Drive User Adoption
- Q&A: How to Build Effective Customer Success Plans
- Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn
- Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning
- Q&A: How to Have More Strategic Customer Conversations
- Q&A: How to Streamline Onboarding to Reduce Churn
- Q&A: How To Transform Reviews Into Recurring Revenue
- Q&A: How to Use Sales and Marketing Data to Create a Connected Customer Experience
- Q&A: How Your Organization Can Achieve a Customer-First Transformation
- Q&A: Lessons Learned: A Reflection on Customer Journey Mapping
- Q&A: New Manager’s Guide for a Customer Success Strategy Implementation
- Q&A: Rethinking Customer Onboarding to Accelerate Success
- Q&A: Role of Customer Success According to Three Leading Investors
- Q&A: Selling for People Who Don’t Love Sales
- Q&A: Selling for People Who Don’t Love Sales – Part 2
- Q&A: Surprising Insights About Customer Health Scores and Its Impact on Recurring Revenue
- Q&A: Surviving Stress in Customer Success
- Q&A: The Case for Billable Customer Success
- Q&A: The New Next Normal: Maturing Your Customer Engagement Approach to Meet Modern Needs
- Q&A: The Right Way to Handle Customer Objections & Negotiations
- Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity
- Q&A: Unpacking the Power of the Executive Business Review
- Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies
- Q&A: Why It’s Time to Build a CS Ops Role in Your Organization
Retention
- [Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn
- 6 Customer Retention Strategies That Keep Customers Coming Back
- 7 Customer Marketing Strategies to Increase SaaS Retention
- 9 Customer Retention Strategies for SaaS
- A Quick-Start Guide to Low-, Mid-, and High-Touch Renewal Outreach Using Plays
- Current customers as catalysts, startup spend on churn, CS listicle of retention strategies
- How Can Customer Support Work With Customer Success to Improve Retention
- How Online Communities Create Customer Advocacy and Retention
- How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story
- Learning Lessons from Churned Customers, Customer Retention Tips, and Why Customer Success fuels Growth
- Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity
- Sports, the best SMB retention rate and the Next Big Thing
- Understanding the Real Impact of Improving Customer Retention
- Why Retention is the Most Important Metric We Look At
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Segmentation
- Defining the Gray Area Between Stretch-Fit and Bad-Fit Customers
- How to get Product excited to work with CS, static vs dynamic segmentation models, moving from Support to a career in CS
- Is Your Customer Segmentation Too Basic?
- Isolating churn you can ignore, scaling CS with logical customer segmentation, approaches for proactive CS
- Segmentation to Prioritize Customer Engagements
- The Importance of Customer Success Segmentation
- The importance of segmentation – key post-implementation milestones and internal comms about customer success
Success Story
- ChurnZero Power-Users Share Tips, Tricks and Best Practices
- CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story
- Dashboards & Automation Drive Team Efficiency – A Success Story
- Health Scores and Automation Increase Team Productivity – A Success Story
- How a Growing SaaS Company Increases Customer Motivation and Output During Implementation
- How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story
- How to Scale Customer Support and Customer Success at Your Startup
Team Strategy
- [Infographic] Top 5 Traits of a Customer Success Leader
- [Q&A] A Day in the Life of a Customer Success Manager
- 12 Steps to Conducting a Productive Customer Success Brainstorming Session
- 20 Customer Success Interview Questions to Ask CSM Candidates
- 3 Step Guide to Starting the Year Off Right
- 3 Tips to Onboard Your CSM and Speed Up Their Time to Value
- 4 Reasons Hierarchy Can Help CSMs and Their Customers
- 4 Ways to Break Your Meeting Monotony
- 5 Common Mistakes Customer Success Managers Make When Managing Their Day
- 5 Misconceptions Customer Success Has About Product
- 5 Pieces of Career Advice for Starting in Customer Success
- 5 Steps to Engaging Executives
- 6 Essential Tactics to Create a Persuasive Business Case
- 6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel
- 6 Most Common RFP Mistakes for Customer Success Software
- 6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1
- 6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 2
- Bridging the efficiency gap between Sales and CS, key retention metrics, why CS should be an early SaaS startup hire
- Bridging the Gap Between Customer Success and Marketing, CMOs and Customer Success, and Impactful Customer Metrics
- Building a productive CSM calendar, transitioning from touchpoints to customer journeys, the power of documentation for CS
- Building a QBR process for your CS team, boosting your day-to-day productivity as a CSM, key CS metrics you should be measuring
- CS Career Guide: Customer Success Job Titles, Descriptions, & Salary
- CSM Confidential – Part 2: Dealing with Internal Challenges
- Customer Success & Finance: Get Aligned!
- Customer Success and Product: How to Align Your Customer-Centric Stars (Part 1 of 2)
- Customer Success and Product: How to Align Your Customer-Centric Stars (Part 2 of 2)
- Customer Success Capacity Planning and Budget Guide
- Customer Success Manager Job Description that will Help You Find the Right Candidate
- Customer Success Operations 101: Drive Productivity with Purpose, People, and Process
- Customer Success Skills: Striking a Balance
- Customer Success Starts Within: 6 Ways to Put Employees First
- Customer Success vs. Customer Support vs. Account Management vs. Professional Services: What’s the Difference?
- Customer Success vs. Customer Support: Defining Role Boundaries
- Dear CSM: Stop calling customers just to “Check In”, Marketing, CS, and Sales Alignment, and Getting CS Budgets Approved
- Determining the right number of accounts per CSM, NPS challenges for CS teams, key steps for an effective QBR process
- Ensuring CS Success – decisions to make, org structures to consider, who to hire and comps plans that produce results
- Fostering a ‘Customer Success First’ Attitude Across Your Organization
- From Burnout to Balance: Reinventing QBR Workflows for CS Leaders
- Getting CS & Sales on the same page, the danger of canned metrics and a check-in on 2016 CS Trends
- Habits of highly effective CS teams, CS as the foundation for predictive Sales & Marketing, the Value Framework & customer loyalty
- How Can Customer Support Work With Customer Success to Improve Retention
- How Customer Success Can Build a Relationship with Sales
- How Customer Success Software Benefits Your Sales, Marketing, and Product Teams
- How In-App Communication helps Customer Success Teams, Customer Success is a Growth Engine, Aligning Sales and Customer Success
- How to get Product excited to work with CS, static vs dynamic segmentation models, moving from Support to a career in CS
- How to Nail Implementation and Customer Success Handoffs
- How to Optimize Your Renewal Process When Sales Owns It
- How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story
- If You Don’t Ask, The Answer Is Always No
- Insights from your internal teams, lessons from a CS close-call at Zendesk, “fail-fast” moments to avoid
- Kayne West, Customer Success v. Customer Service, Churn Reduction Tips
- Key metrics for CS execs, making every employee a part of CS, the importance of your CLV:CAC ratio
- Key questions for your next CS hire, tips for handling unreasonable customers, keeping a customer when your champion leaves
- Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job
- Moving from a Services-Based to a Core Customer Success Organization
- NPS – Now What?
- Preparing Your Team for an Uncertain Future
- Q&A: Why It’s Time to Build a CS Ops Role in Your Organization
- Ready for Vacation? 4 Tips to Help Every CSM Relax & Disconnect
- Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent
- Ripples of Customer Success Across Your Organization, Handoffs Between Sales and Customer Success, and Boosting Customer Success Team Morale
- Simplify Handoffs between Sales and Customer Success, The Importance of User or Customer Onboarding, the Anatomy of a Customer Success Quarterly Business Review
- Strategies for an Effective Partnership between Customer Success & Sales – Part 1
- Strategies for an Effective Partnership between Customer Success & Sales – Part 2
- Strategies to convince customers to upgrade, building effective customer surveys, how Sales can impede CS
- Summer is Here – Bring on the Customer Success Interns!
- The essential skill set for CSMs, putting the value in value pricing, improving product focus to reduce churn
- The importance of defining your users’ onboarding story, tips to up your QBR game, how to hire a proactive CSM
- The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
- Tips for aligning CS and Sales, whether CSMs should be product experts, the important math of CS
- Why Your Customer Success Team Needs Proper Sales Training
- Your Point of Contact Left: Now What?, Customer Success Hiring Questions, and Engaging Customers without Annoying Them
Technology
- [Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program
- 16 Ideas for Getting Started with Automated Alerts
- 2021 Customer Success App Wish List
- 3 CEO Arguments to Win Budget for Customer Success
- 3 Considerations Before Building Customer Success Software In-House
- 5 Alerts Customer Success Teams Need, Who Handles Upsells?, and NPS: More Than Just a Number
- 5 Free Customer Success Tools
- 6 Most Common RFP Mistakes for Customer Success Software
- 7-Point Audit Checklist for Customer Success Software
- 9 Must-Have Integrations to Level Up Customer Success Software
- A Day in the Life of a Customer Success Manager Using ChurnZero
- Customer Success, Your BI Tool Isn’t Enough: Why Purpose-Built Wins
- High-Touch Customer Success and Automation: The Perfect Match
- How Customer Success Software Benefits Your Sales, Marketing, and Product Teams
- How In-App Communication helps Customer Success Teams, Customer Success is a Growth Engine, Aligning Sales and Customer Success
- How to Prepare (the Right Way) for Customer Success Software Implementation
- How to Use ChurnZero to Share Customer Success Data Across Your Organization
- Invest in your tech and sad tale of Fab
- Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies
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