ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. Our software solutions allow businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give business the means to personalize the customer experience through timely and relevant touchpoints.
6 Things CSMs Need To Do Today To Blow Q4 Out Of The Water
If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Q4 is where the magic happens – prospects are geared up and ready to buy, to capitalize on extra end of year budget and set themselves and their teams up to have the right tools moving into the new year.
Health Scores And Automation Increase Team Productivity – A Success Story
Untappd is a growing technology platform that allows consumers to ‘check in’ and share which beers they are currently enjoying. Besides creating a tight-knit community of beer enthusiasts, Untappd’s mobile application allows for tens of thousands of businesses to promote and publish their beverage menus. By bringing together enthusiasts and businesses, Untappd is advancing the global beverage industry while helping users discover their next great beer.
Serious About Customer Success? Your CRM Is Not Enough!
The SaaS model has rapidly changed the software marketplace by lowering the barriers of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing user value. Now more than ever Customer Success is essential to the long-term success of your entire organization. A relationship-focused approach to client management is a must.
Upcoming Webinar: New Manager's Guide For A Customer Success Strategy Implementation
Are you finalizing your new year strategy as you lead Customer Success at your organization? Join Emilia D'Anzica, Partner at Winning by Design, as she takes you through a practical guide for building a scalable Customer Success program at your organization. Trying to build all elements of Customer Success at once is a recipe for mediocre outcomes. How do you break down your programs to achieve maximum benefit for both your customers and your company?
The Future CCO: Advice For Those On The Path To The Chief Customer Officer
The Chief Customer Officers of the future are Customer Success Managers today. With that in mind, we wanted to help provide a more defined and clear path for you on your journey to understanding the customer better and becoming a future Chief Customer Officer.
New To Customer Success Automation? 15 Ideas To Get Started
Customer Success teams contend with a long customer lifecycle: from on-boarding to engagement to renewal to advocacy. Customer success automation has arrived and it automates processes and tasks that otherwise would be completed manually.
Your Definitive Guide To Fighting Customer Churn
Understand The Churn Monsters In Your Closet and How To Fight Them!
CSM Confidential – Part 2: Dealing With Internal Challenges
Being a Customer Success Manager is difficult enough. Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth.
Churn Monster #1 – Disengaged Customer
We are starting a new blog series on “Churn Monsters” (i.e. common churn risks your company might be facing). We will feature one new churn monster a month. In this series we will take a look at a life-like scenario involving that churn monster and give you a rundown of how that churn monster might be successfully defeated.
Churn Monster #2 – Cash-Strapped Customer
We are now ready for our second installment of the Churn Monster blog series. In this series we are going over common customer churn risks that your company might be facing. We’ll go over a typical scenario you might be experiencing involving that churn monster and give you a recommended plan of action to successfully defeat that risk.
Churn Monster #3 – Slacker Customer
The monsters are back! Churn monsters that is. Today we are going to take a look at our third customer churn risk – a slacker customer. A slacker is a customer who could receive value from your offerings but is unwilling to put in the effort to either get started or continue using your product or service. Sound like anyone you currently have as a customer?
Churn Monster #4 – The Victim Customer
It’s monster time again! Today we are going to take a look at our fourth churn monster – the victim. This is one of the worst churn risks out there, because the customer isn’t actually doing anything wrong, but they are still being affected in a negative way, which increases their likelihood to churn.
Churn Monster #5 – Manic Customer
If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary. But never fear, we are here to help you learn about these possible customer churn risks and devise a plan to beat them.
Churn Monster #6 – Abandoned Customer
This month we are going to be talking about how to save an abandoned customer. By an abandoned customer we mean – someone who needs support or guidance but for whatever reason has unfortunately been neglected by you and/or your company and is left feeling helpless. This is one of the worst churn risks, because the fault lies on you as the CSM, instead of the customer, however the customer is the one who suffers.
Churn Monster #7 – Stuck Customer
We are going to talk about a customer churn risk that all of us in the Customer Success space have experienced – a stuck customer. A stuck customer is someone who is having difficulties progressing forward in a certain phase of the lifecycle journey, for example – implementation, on-boarding, training, product adoption, etc. This customer status is concerning because it signals a warning sign that the customer isn’t receiving the full potential value from your product yet, and the worry is that maybe they never will. The question is, how do you go about handling this customer churn risk?
Churn Monster #8 – Ghosted Customer
Ghosting in the CS world is when a customer ceases all communication with you and has stopped responding to your attempts to contact them, leaving you without any explanation as to why they have gone silent. I’m sure this is a familiar occurrence to all CSMs. And since it’s something we can all relate to, let’s take a look at a scenario involving a ghosting customer and plan of action as to how you might be able to bring them back to life.
Churn Monster #9 – Cheater Customer
Knowing and understanding your competition is a critical step in executing a successful go-to-market strategy. If you are not aware of who the competition is and knowledgeable about their strengths and weaknesses, it’s likely that another vendor could enter the picture and provide a competitive advantage, such as product offerings at lower prices or value-added features. Identifying your competition and staying informed about their products and services is the key to remaining competitive in the market and is crucial to customer retention and the survival of any business.
Churn Monster #10 – Bad Fit Customer
This month we are going to take a look at a churn monster that we’ve all experienced but is different than all the rest, for one very specific reason, that we will get into. We’re talking about a bad fit customer. A bad fit customer is a customer who is unable to receive value from your product or service due to a mismatch of currents needs and offerings.
Churn Monster #11 – Acquired Customer
It’s time for us to take a look at another churn monster that causes a lot of risk – an acquired customer. For any company that has been acquired it goes hand in hand that automatically most things about the future become uncertain, especially the likelihood of continuing to do business with existing vendors.
Churn Monster #12 – Championless Customer
Today, we are going to talk about a championless churn monster. This is when a customer who used to be your advocate or main point of contact at an account has left their role at the company, leaving you championless, making the likelihood of a renewal uncertain.
Churn Monster #13 – Unlucky
An unlucky churn monster is a customer who bought your product with the best of intentions of being successful in utilizing and adopting it but along the way they have been hit with misfortune and adversity making the likelihood of success much harder.
Churn Monster #14 – Know It All
Hi churn fighters! We have a new churn monster to introduce to you today – a Know It All. A Know It All customer is someone who behaves as if they know everything, and constantly presents their input as though they were professionally trained or have firsthand insight into subjects when it is evident that is not the case.