by Abby Hammer | Nov 10, 2016 | Engagement, Product Adoption, Retention
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...
by Abby Hammer | Oct 28, 2016 | Retention
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...
by Abby Hammer | Oct 20, 2016 | Engagement
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...
by Abby Hammer | Oct 13, 2016 | Misc.
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...
by Abby Hammer | Oct 6, 2016 | Retention
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...
by Abby Hammer | Sep 29, 2016 | Retention
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...
by Abby Hammer | Sep 22, 2016 | Digital CS, Retention
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...
by Abby Hammer | Sep 15, 2016 | Retention
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...
by Abby Hammer | Sep 9, 2016 | Digital CS
Yup – you read that right! In a somewhat ironic twist, we’re starting this week’s Fighting Churn post with a discussion on why sometimes churn isn’t a bad thing for your business. We know you love your customers and when they decide not to...
by Abby Hammer | Sep 1, 2016 | Retention
Many businesses spend 80% of their budgets to acquire new customers and only 20% to retain current ones. As the acquisition-focused landscape becomes increasingly crowded, it’s important to recognize and value what’s actually driving your business: your customers. A...
by Abby Hammer | Aug 18, 2016 | Management
Customer success is a relatively new discipline in the SaaS world and consequently there are many unanswered questions about how best to build and manage great CS teams. Because the financial impact of a great CS team is compounded monthly and can meaningfully...
by Abby Hammer | Aug 11, 2016 | Engagement
Recognition of the value of customer success is advancing rapidly and this discipline requires a new breed of professionals. Yet until more candidates see that a career which includes customer success can be as fulfilling as one which emphasizes finance or marketing,...
