by Rachel Gurman | Apr 22, 2022 | Digital CS, Management
You can’t build or scale a high-performing team if process gets in the way of productivity. Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle? While the human aspect of CS will never fully disappear, automation can free your team of repetitive...
by Emily Nesterick | Apr 15, 2022 | Expansion, Retention
Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? Sometimes, the outreach is so spot-on and intuitive, you don’t even realize you’re being pitched. As acclaimed mentalist Tony Corinda said, “Good timing is...
by Emily Nesterick | Apr 8, 2022 | Misc.
All it takes is one idea to spark creativity and change. At BIG RYG 2022, on October 12 – 13 in Washington, D.C., you’ll find ideas for years. Clear your calendar and register today! What’s BIG RYG? It’s the definitive Customer Success leadership summit. That’s a bold...
by Emily Nesterick | Apr 1, 2022 | Management
Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? You’re not alone, says Sharon Winterton, vice president of Customer Success at...
by Emily Nesterick | Mar 31, 2022 | Management, Operations
Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting? The audience had a ton of great questions that we couldn’t let go unanswered. Following the webinar, we invited Dave to give his...
by Emily Nesterick | Mar 28, 2022 | Misc.
Big news. BIG RYG 2022 is back in D.C. October 12-13. One of the coolest things I get to do every year as the CEO of ChurnZero is invite you and other incredible Customer Success leaders to attend, share their knowledge, and set the tone for the future of the...
by Bri Adams | Mar 25, 2022 | Management
Have you ever dealt with onboarding a new CSM to your team or having a tenured CSM leave your team or both at once? It’s in these situations, you wish you could just hit pause until you sort it all out. But alas, time — and customer accounts — waits for no one. The...
by Cori Pearce | Mar 22, 2022 | Engagement
Nowadays, marketers are hyper-aware of the importance of the customer journey and creating an intuitive user experience. In most cases, however, there are still plenty of opportunities to streamline the process and reduce customer friction. Customer friction points...
by Emily Nesterick | Mar 18, 2022 | Management, Operations
With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. In our webinar, “Crash course in Customer Success and SaaS metrics,” leading SaaS expert, Dave...
by Cori Pearce | Mar 17, 2022 | Engagement
As a follow-up to our well-attended webinar on “The startup’s guide to Customer Success” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Since we didn’t have the...
by Emily Nesterick | Mar 11, 2022 | Digital CS, Engagement
Writing, sending, and monitoring email is a non-stop grind for CSMs. You’re constantly either tackling incoming customer queries or firing off your own follow-ups. But thanks to email automation, you don’t have to stay chained to your inbox. Whether you’re a...
by Cori Pearce | Mar 10, 2022 | Misc.
Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success...
