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AI
- AI explained: an introductory guide to keeping up with Artificial Intelligence
- ChurnZero product release notes: Q1 2023
- ChurnZero product release notes: Q2 2023
- Five tips on AI prompt writing (with real world Customer Success examples)
- How to get your company started, not stuck, with AI
- Reframing your thinking about generative AI
- Supercharge your success with ChurnZero’s new Customer Success AI™
- Will AI replace customer success managers? Here are sound arguments from both sides.
Digital CS
- [Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program
- 5 digital Customer Success tactics that ChurnZero makes easy
- Digital Customer Success: A Getting Started Guide – Part 1
- Four essential questions to help you design your digital customer success strategy
- Four steps to build a digital customer success strategy from scratch
- Get back to basics: 4 email automation best practices for Customer Success
- High-Touch Customer Success and Automation: The Perfect Match
- How Online Communities Create Customer Advocacy and Retention
- How to build a community to support a scaled customer success team
- Leading indicators of customer success, effective success stories, email campaigns that reduce churn
- Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job
- Lost in the maze? Simplify your customer journey map with these five tips
- Q&A: Digital Customer Success Strategies to Drive User Adoption
- Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies
- The top 2024 customer success trends predicted by industry experts
- What to consider when transitioning to a digital customer success strategy
- 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 to Engaging Executives
- 5 Tips for How to Deal With an Angry Customer
- 6 Ways to Spread the Customer Love
- 8 tips for encouraging your team to write content for your customer community
- 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
- Churn Monster: The Victim
- CSM Confidential – Part 1: Difficult Customer Conversations
- Customer advocacy: How to get your customers and Customer Success team invested
- Customer feedback: the importance of both positive and negative reviews
- Dear CSM: Stop calling customers just to “Check In”, Marketing, CS, and Sales Alignment, and Getting CS Budgets Approved
- Digital customer engagement: how to balance one-to-one and digital interaction
- Four customer engagement strategies for SaaS companies
- From Burnout to Balance: Reinventing QBR Workflows for CS Leaders
- Get back to basics: 4 email automation best practices for Customer Success
- Getting Customer Success Comfortable with Sales Conversations
- Handling conflict in customer success: nine tips for mastering tough talks.
- High-Touch Customer Success and Automation: The Perfect Match
- How Best to Create a B2B Customer Survey
- How customer success can use storytelling to drive renewals
- How often should customer success meet with customers face-to-face?
- How SaaS Companies Can Improve Customer Experience
- How to build a community to support a scaled customer success team
- How to build buzz in your customer community: Four engagement strategies
- How to Build Customer Rapport That Doesn’t Bore
- How to Drive Conversions from Trial to Paid Subscriptions
- How to identify and reduce customer friction points
- How to lead quarterly business reviews (QBRs) customers want to attend
- How to supercharge your company’s customer marketing with ChurnZero
- How wrong customers can cripple your growth, reasons sales should care about CS, how to make your customers fall in love with you
- Ideas for Handling More Customers at Scale, Scaling Customer Success, and How Addressing Churn Saved Salesforce
- If You Don’t Ask, The Answer Is Always No
- Key questions for your next CS hire, tips for handling unreasonable customers, keeping a customer when your champion leaves
- Nailing the Customer Handoff Between Sales and Customer Success
- Putting the marketing in customer success, the power of cohort analysis, engaging executives early to drive success
- Q&A Part 2: the startup’s guide to Customer Success
- Q&A: Building a Forever Transaction with Every Customer
- 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
- Seven customer community building tips for SaaS CSMs
- 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 2
- Strategies to convince customers to upgrade, building effective customer surveys, how Sales can impede CS
- The art of strategic conversations in CS, learning opportunities from churn, ways to make CS a key business metric
- The hidden impact of investing in customers
- The importance of defining your users’ onboarding story, tips to up your QBR game, how to hire a proactive CSM
- The magic of cross-functional communication, sales mistakes that lead to churn, achieving CS transformation
- The power of positive reinforcement: 13 customer wins worth celebrating
- Tips for Handling Customer Problems, Customer Success Myths Busted, and Improving Productivity with Automation
- Voice of the Customer – Part 2 – Analyze and Respond
- Voice of the Customer – Part 3 – Close the Loop
- What’s your customer’s love language? Disruptive questions will tell you.
- When customers give notice: handling the cancelation conversation
- Why CSM needs to be a single digit hire, luxury & customer success, excuses to talk to your customers
- 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
Expansion
- 3 Key Takeaways From ‘Customer Expansion and Customer Success’ Panel
- How to Improve Your Customer Expansion Management Strategy
- How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations
- Is it magic, or ChurnZero? SalesIntel reveals the secrets of its expansion success.
- Q&A: Managing the Customer Journey to Accelerate Account Expansion
- Q&A: Selling for People Who Don’t Love Sales – Part 2
- The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
Featured Resources
Guide
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Job
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Management
- [Infographic] Top 5 Traits of a Customer Success Leader
- [Q&A] A Day in the Life of a Customer Success Manager
- [Q&A] Customer Success Maturity Model: Know Where You Stand
- [Videos] Q&A With Customer Success Leaders
- #TechBUZZ2016, Churn-Fighting Techniques & CCOs
- 12 reasons Customer Success teams need training
- 12 Steps to Conducting a Productive Customer Success Brainstorming Session
- 20 Customer Success Interview Questions to Ask CSM Candidates
- 20 quick insights on Customer Success and SaaS metrics with Dave Kellogg
- 3 Behavioral Economic Principles for Customer Success
- 3 BIG RYG Sessions that Help You Level Up as Customer Success Manager
- 3 CEO Arguments to Win Budget for Customer Success
- 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 digital Customer Success tactics that ChurnZero makes easy
- 5 Essential Steps for Customer Journey Mapping Initiatives
- 5 pieces of career advice for starting in Customer Success
- 5 steps for a smoother customer escalation
- 5 tips for first-time managers in customer success
- 6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel
- 6 Most Common RFP Mistakes for Customer Success Software
- 6 Tips to Improve Customer Onboarding
- 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
- A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang
- 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
- Balancing stress as a CSM: Six lessons I wish I’d learned sooner
- Be a Customer Success goal-getter: Tips for setting goals and crushing them with Rod Cherkas
- Bridging the Gap Between Customer Success and Marketing, CMOs and Customer Success, and Impactful Customer Metrics
- 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
- Championing the Customer Success team’s role in a way that other teams can’t ignore
- ChurnZero Power-Users Share Tips, Tricks and Best Practices
- CS Career Guide: Customer Success Job Titles, Descriptions, & Salary
- Customer Success & Finance: Get Aligned!
- Customer Success and finance: 8 metrics to build closer alignment
- Customer Success and product: how to align your customer-centric stars
- Customer Success benchmarks: headcount and budgets
- Customer Success capacity planning and budget guide
- Customer Success Is Changing: Top SaaS CEOs Reveal What’s Ahead
- 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 Manager Job Description that will Help You Find the Right Candidate
- 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, Start Playing Offense to Build Your Executive Presence
- End of Year Customer Success Checklist
- Ensuring CS Success – decisions to make, org structures to consider, who to hire and comps plans that produce results
- Everything you need to know about customer advisory boards
- Expert Tips from Customer Success Leaders
- Facing economic challenges in Customer Success? Revisit the foundations of your program
- Five hiring trends for Customer Success professionals to know in 2023
- Five lessons in communication from ChurnZero’s big a$$ book shift
- Five things Customer Success professionals want in their next position
- Five ways to make DEI initiatives stick in customer success
- Four metrics chief customer officers (CCOs) must know
- From Burnout to Balance: Reinventing QBR Workflows for CS Leaders
- From churn to champions: Leveraging professional development for customer retention
- From customer success to the C-suite: 5 career lessons from women working in tech
- Got self-doubt? How to silence imposter syndrome in Customer Success
- How Customer Success can get a bigger piece of the budget pie with Jeff Heckler
- How Customer Success can transform your SaaS business
- How Customer Success can use a force field analysis to drive change (in 5 steps)
- How Customer Success can use metrics to better engage investors and boards
- How customer success leaders can help their teams manage stress
- How to design customer success compensation plans that attract top-tier talent
- How to guide your team and customers through change management
- How to Improve Your Customer Expansion Management Strategy
- How to Nail Implementation and Customer Success Handoffs
- How to Scale Customer Support and Customer Success at Your Startup
- How to show that sales is not the only path to revenue growth
- How to structure a customer success team
- How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
- How to transition customers to a new CSM in 4 steps
- How will the economic downturn affect Customer Success? Learn from three SaaS CEOs.
- Insights from your internal teams, lessons from a CS close-call at Zendesk, “fail-fast” moments to avoid
- Key SaaS and Customer Success metrics you should care about with Dave Kellogg
- Making the jump from Customer Success to CEO with FranConnect’s Gabby Wong
- Methods for measuring customer loyalty, why CS isn’t just a feel-good name for account management, can successful customers crisis-proof your company
- Minding the relationship gap, learning from masters of CS, checking in on B2B trends, achieving the owners mindset
- Moving from a Services-Based to a Core Customer Success Organization
- Mythbuster monthly: Customer Success Manager coverage ratio
- Negotiation tactics for customer success managers
- Prevent High-Effort Experiences with CES
- Pro Tips from Customer Success Leaders
- Q&A Recap: 2021 Customer Success Leadership Study Results Revealed
- Q&A Recap: How to Scale Your Post-Sale Teams During Periods of Fast Growth
- Q&A recap: the startup’s guide to Customer Success
- Q&A recap: Using RevOps to connect Customer Success to the bottom line
- Q&A: How to Build Effective Customer Success Plans
- Q&A: How To Transform Reviews Into Recurring Revenue
- Q&A: Managing the Customer Journey to Accelerate Account Expansion
- Q&A: New Manager’s Guide for a Customer Success Strategy Implementation
- Q&A: Role of Customer Success According to Three Leading Investors
- Q&A: Surviving Stress in Customer Success
- Q&A: Unpacking the Power of the Executive Business Review
- Q&A: Why It’s Time to Build a CS Ops Role in Your Organization
- Ripples of Customer Success Across Your Organization, Handoffs Between Sales and Customer Success, and Boosting Customer Success Team Morale
- 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
- Seven customer community building tips for SaaS CSMs
- Seven trust-building tactics to increase customer loyalty
- Stop Acquiring Bad Fit Customers, Customer Health Webinar, and Building a Playbook
- Strategies for an Effective Partnership between Customer Success & Sales – Part 1
- Strategies for an Effective Partnership between Customer Success & Sales – Part 2
- Systems, controls and client outcomes: a recipe for credibility and respect
- The 3-step guide to creating a proactive at-risk customer strategy
- The EQ advantage: How emotional intelligence sets top customer success teams apart
- The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer
- The four levels of customer success and product alignment maturity
- The Importance of Product-Led Growth for Customer Success
- The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang
- The power of defining Customer Success with Abby Hammer and StartupCX
- The seven steps of a successful customer success book shift
- The two most important stages of customer lifecycle management in uncertain times
- Three big takeaways from the BIG RYG 2023 keynotes
- Three chief customer officer job descriptions we love
- Three Customer Success strategies to safeguard business stability and spur growth in a downturn
- Three lessons I’ve learned building a Customer Success team from different backgrounds
- Three ways customer success can support product management to everyone’s benefit
- Tips for aligning CS and Sales, whether CSMs should be product experts, the important math of CS
- Top 5 Customer Success resources
- Top 5 Slack Communities for Customer Success Professionals
- Top 5 Udemy Courses to Upskill Your Customer Success Career
- Top LinkedIn Learning Courses for Customer Success
- 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
- Voice of the Customer – Part 1 – Moments of Truth
- What causes stress in customer success teams, and why?
- What is a chief customer officer? [definition, responsibilities, characteristics]
- What is Customer Success enablement?
- What it takes to succeed in a new SaaS market with ChurnZero CEO You Mon Tsang
- What skills do customer success professionals need in 2024?
- Which Customer Success best practices should you keep or let go in 2023?
- Why and how 2023 can become the year of Customer Success
- Why Customer Success is your best investment during an economic downturn with You Mon Tsang and Punk CX
- Why Customers aren’t using your SaaS Solution, 10 Biggest Mistakes in Customer Success, and Levering Customer Success Automation
- Why More Companies Need to Adopt the Customer Success Mentality
- Why Your Customer Success Team Needs Proper Sales Training
- Winning over Customer Success talent: Four ways to build a better interview process
- Would your customer do the trust fall with you?
Misc.
- 10 Customer Success Blogs to Bookmark and Start Reading Today
- 10 Punny Customer Success Jokes
- 10 WTF (What’s the Future?) Predictions for Customer Success
- 12 Customer Success predictions and trends for 2023
- 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
- 2021 Customer Success App Wish List
- 3 Customer Retention Strategies for the Pandemic’s Next Wave
- 3 Strategies to Help Customer Success Teams in Uncertain Times
- 4 Customer Success Lessons That You Can Learn From Playing Tetris
- 5 Customer Success Newsletters to Subscribe To
- 5 Reasons Why You Should Submit a Speaking Proposal for BIG RYG
- 5 TED Talks that Translate to Customer Success
- 6 Essential Tactics to Create a Persuasive Business Case
- 6 Scary Things About Customer Success
- 6 Things CSMs Need to Do Today to Blow Q4 Out of the Water
- 7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar
- 7 Podcasts Customer Success Professionals Should Subscribe To
- 8 BIG RYG Speakers to Follow on Twitter
- A Day in the life of a Customer Success manager using ChurnZero
- A Letter From Our CEO: BIG RYG 2021
- An invite from You Mon Tsang to BIG RYG 2022
- Announcing the Winners of ChurnZero’s 2020 ChurnHero Awards
- Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards
- Churn Monster: Black Swan
- Churn Reasons: You’re Not Digging Deep Enough
- 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 BIG RYG 2022 speaker and session agenda revealed
- ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022
- 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
- ChurnZero Customer Success Professional Spotlight: George Boyar
- ChurnZero Earns a 2020 Tech Cares Award from TrustRadius
- ChurnZero Earns a 2020 Top Rated Award From TrustRadius
- ChurnZero Earns a 2021 Tech Cares Award from TrustRadius
- ChurnZero Earns a 2021 Top Rated Award From TrustRadius
- ChurnZero earns G2 Best Software awards for 2023
- ChurnZero earns spot on G2’s 2022 Best Software Awards
- ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration
- ChurnZero Establishes New European Headquarters to Support Global Growth
- 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 Finalist for 2020 SaaS Awards
- ChurnZero Named Front Runner for Customer Experience Software
- ChurnZero Named in Northern Virginia Tech Council 2020 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 2021 APPEALIE Awards
- ChurnZero Named Overall SaaS Category Winner in the APPEALIE Awards
- ChurnZero Named SIIA CODiE Award Finalist
- ChurnZero Once Again Named the #1 Momentum Leader by G2
- ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services
- ChurnZero product release notes: Q1 2023
- ChurnZero product release notes: Q2 2023
- 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 by SIIA CODiE Awards as Best Customer Success Management Solution
- ChurnZero Represented in APPEALIE 2020 SaaS Leader Awards
- ChurnZero Security: Announcing SOC 2 Type 2 Compliance
- ChurnZero: Customer Success Professional Spotlight
- 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
- 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 ten articles and other noteworthy news
- ChurnZero’s greatest hits of 2022
- Conversational marketing & the future of CS, why companies fail their customers, habits of highly proactive CSMs
- CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story
- CSM Confidential – Part 2: Dealing with Internal Challenges
- Customer Experience vs. Customer Success: Are They the Same?
- Customer Success leader spotlight: Mary Poppen, involve.ai
- Customer Success Summer Reading List
- Customer Success Team Spotlight: Criteria Corp
- Customer Success Themed Grammy Playlist
- Customer Success vs. Customer Support: Defining Role Boundaries
- Dashboards & Automation Drive Team Efficiency – A Success Story
- EY Announces You Mon Tsang as an Entrepreneur Of The Year® 2021 Mid-Atlantic Award Finalist
- Five misconceptions customer success has about product
- Fostering a ‘Customer Success First’ Attitude Across Your Organization
- From 16 to 5 to 1!
- Health Scores and Automation Increase Team Productivity – A Success Story
- Here’s to customer success in 2023: a wrap-up of new ChurnZero features, resources, and recognition
- How Customer Success Can Build a Relationship with Sales
- How Customer Success Can Catalyze Customer-Centric Change
- How Customer Success Differs from Customer Service, Experience & Everything Else!
- How Customer Success is Rising from Response to Recovery: Usage Insights from ChurnZero
- How to Create a Customer-Centric Strategy for Your Subscription-Based Business
- How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story
- Humans, machines, humans again
- Introducing BIG RYG
- 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
- Math, money and more…
- Meet the winners of the 2022 ChurnHero Awards for Customer Success
- Meet the winners of the first CSM Appreciation Week awards
- Music, Cars and Apps
- Predictions for Customer Success in 2018
- Predictions for Customer Success in 2019
- Preparing Your Team for an Uncertain Future
- Primers, tips, the best and the worst
- Q&A recap | From overwhelmed to over quota: How to be a more effective CSM
- Q&A recap | The CSM journey: How to carve your Customer Success career path
- Q&A: Customer Success – Gain Strength Now
- Q&A: How Your Organization Can Achieve a Customer-First Transformation
- Q&A: The Case for Billable Customer Success
- Ready for Vacation? 4 Tips to Help Every CSM Relax & Disconnect
- Spring Cleaning Customer Success Checklist
- Stay-at-Home Customer Success Reading List
- Stealing Customers, Anatomy of Connected Customers & CSM’s New BFF
- Strategic customer success: minimizing post-sale chaos with Tim Conder.
- TaskRay’s Top 5 Steps to Long Term Customer Success
- Ten Tips and Steps, Chips and Monthly Goodies
- The CSM’s Guide to Holiday Gifting
- The Results Are In: BIG RYG 2020 Polls
- The three golden rules of a customer-centric subscription business
- The top five Customer Success webinars of 2022 from ChurnZero
- The Ultimate Customer Success Playlist to Keep You Motivated This Summer
- Top 10 Customer Success Takeaways from BIG RYG 2020
- Top 20 Business Challenges for Customer Success and Resources to Help
- Top 3 SaaStr Build Sessions to Watch On-Demand for Customer Success
- Top 5 ChurnZero Webinars from 2021 to Watch and Share
- Top 5 Customer Success communities to join
- Top 5 Most Popular ChurnZero Webinars to Watch and Share
- Top Ten, Two on Cars and Dreaming of Unicorns
- TrustRadius Awards ChurnZero with a 2022 Most Loved Award
- What are the best Customer Success YouTube channels? Start with our top five.
- What makes ChurnZero a 2022 CODiE award Customer Success finalist?
- What’s on the agenda for the BIG RYG 2023 customer success conference?
- What’s new with ChurnZero: product release notes for Q1 2024
- What’s the Job Outlook for Customer Success Professionals?
- Where do you stand?: Five hot topics of debate in Customer Success
- Where Is Customer Success Headed in 2022?
- Why CS is an investment
- Why Customer Success leaders should attend BIG RYG 2022
- Your Company Will Get A Taste of Remote Work. What Happens Post-Coronavirus Crisis? Try This Hybrid Remote Schedule That Works.
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 a Growing SaaS Company Increases Customer Motivation and Output During Implementation
- How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success
- How to improve SaaS free trial to paid conversions
- How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story
- How to prepare for customer success software implementation
- How to set baseline SaaS onboarding metrics
- Meet the winners of 2023’s ChurnHero Awards for customer success
- Q&A recap: Driving customers to value during onboarding, at scale
- 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 five biggest Customer Success software implementation mistakes—and how to avoid them
- 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
- Three effective strategies for improving customer onboarding with AI
- Why SaaS implementations fail: 11 customer implementation mistakes to avoid
Operations
- [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
- 16 Ideas for Getting Started with Automated Alerts
- 20 quick insights on Customer Success and SaaS metrics with Dave Kellogg
- 3 Considerations Before Building Customer Success Software In-House
- 5 Essential Steps for Customer Journey Mapping Initiatives
- 5 Free Customer Success Tools
- 5 of the Best Customer Success Infographics
- 6 Most Common RFP Mistakes for Customer Success Software
- 7-Point Audit Checklist for Customer Success Software
- 9 Customer Success operations questions answered by experts
- Breaking Down the Ultimate Question – NPS
- 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
- Complete guide to NPS: the ultimate question
- Customer Health Scoring: The Why & How
- Customer Success metrics that matter
- Customer Success operations 101: Drive productivity with purpose, people, and process
- Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG
- Customer Success, Your BI Tool Isn’t Enough: Why Purpose-Built Wins
- Empowering your customer success team through community
- Everything you need to know about recurring revenue
- Four metrics chief customer officers (CCOs) must know
- How Customer Success can use a force field analysis to drive change (in 5 steps)
- How Customer Success can use metrics to better engage investors and boards
- How customer success software benefits your sales, marketing, and product teams
- How going the extra mile to understand customers propelled Squire into a $750m SaaS company
- How In-App Communication helps Customer Success Teams, Customer Success is a Growth Engine, Aligning Sales and Customer Success
- How to amplify digital customer success with your support team’s insights
- How to benchmark your NPS
- How to design customer success compensation plans that attract top-tier talent
- How to Effectively Deal with a Bottleneck in Your Customer’s Journey
- How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations
- How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory
- How to Measure the Effectiveness of Customer Health Scores
- How to measure value realization
- How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
- Is Your Customer Segmentation Too Basic?
- Key SaaS and Customer Success metrics you should care about with Dave Kellogg
- Lead Scoring vs Customer Health Scoring
- Let’s share data, not software logins.
- Lost in the maze? Simplify your customer journey map with these five tips
- Maximizing Customer Success Through Journey Mapping
- Methods for measuring customer loyalty, why CS isn’t just a feel-good name for account management, can successful customers crisis-proof your company
- Post-sale teams, stop treating your CRM like a Swiss Army knife
- Q&A Recap – Coach the Coach: Net Promoter Score (NPS) Calls
- Q&A recap: Using RevOps to connect Customer Success to the bottom line
- Q&A: How to Use Sales and Marketing Data to Create a Connected Customer Experience
- Q&A: Lessons Learned: A Reflection on Customer Journey Mapping
- Q&A: Surprising Insights About Customer Health Scores and Its Impact on Recurring Revenue
- Reducing Churn at Scale Using the ChurnZero Integration with HubSpot
- The crucial nuance behind seven top Customer Success metrics for SaaS companies
- The four-step blueprint to build a customer health scoring program with Valuize Chief Client Officer Emily Ryan
- The Importance of Customer Success Segmentation
- The why, when, and how of customer (re-)segmentation with ChurnZero CCO Alli Tiscornia
- Three effective strategies for improving customer onboarding with AI
- Top customer success software integrations in 2023
- What is a Good NPS Score?
- What is Customer Lifetime Value and How to Calculate It
- Why NRR (net revenue retention) is the one metric to rule them all for SaaS
- Why Your Customer Success Team Needs Proper Sales Training
Product Adoption
- ‘Survey says’: Customer intelligence counts
- 9 Walkthrough Tips To Increase Product Adoption
- A Quick-Start Guide To Low- and Mid-Touch Feature Adoption
- Beyond ICP: Why Customer Success needs to stress ideal customer behaviors to increase user adoption with Jason Whitehead
- Breaking adoption inertia: How to get teams to stick with new software
- Customer Education & Its Best Practices
- Customer education in SaaS: how to grow user competence, confidence, and capacity for change
- Customer Education: The Secret to Scale in Customer Success
- Driving Adoption as a CSM, Tracking Red Flag Metrics, and 5 CS Post-Sales Pitfalls
- Four ways customer education helps support the Customer Success team
- How to encourage your CSMs to adopt Customer Success software
- How to guide your team and customers through change management
- How to hook customers on your product’s value with Jeff Newman
- How to lead quarterly business reviews (QBRs) customers want to attend
- How to measure value realization
- Meet the winners of 2023’s ChurnHero Awards for customer success
- Product usage data: what it is and how to get started with Ethan Riley
- 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
- TechBUZZ Win, the Start of Q2 & Customer Success Learning Cultures
- The power of positive reinforcement: 13 customer wins worth celebrating
- What makes ‘good’ data in Customer Success with ChurnZero Implementation Team Lead Lexi Quinn
Research
- 11 Customer Success statistics, quips and quotes on investing in these teams
- A look at customer retention benchmarks for SaaS in 2023
- Big on impact; short on investment: Key trends from the 2022 Customer Success Leadership Study
- Customer Success benchmarks: headcount and budgets
- Customer Success tech stack: research and outlook
- How much do SaaS companies spend on CS?
- How to use ChurnZero to share customer success data across your organization
- Q&A recap | 2022 SaaS retention benchmarks
- Q&A Recap: 2021 Customer Success Leadership Study Results Revealed
- Q&A: Customer Success Study Results Revealed
- Should customer success have veto power over bad-fit customers?
- The average customer success budget ranges from $110,500 to $667,250
- The top 9 customer success metrics for 2024
- Who owns customer renewals and expansions: Customer Success, sales or account management?
Retention
- [Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn
- 3 Key Customer Success Insights that Drive SaaS Growth
- 3 Key Takeaways From ‘Customer Expansion and Customer Success’ Panel
- 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
- 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience
- 6 Customer Retention Strategies That Keep Customers Coming Back
- 9 Customer Retention Strategies for SaaS
- A look at customer retention benchmarks for SaaS in 2023
- A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang
- A Quick-Start Guide to Low-, Mid-, and High-Touch Renewal Outreach Using Plays
- Bridging the efficiency gap between Sales and CS, key retention metrics, why CS should be an early SaaS startup hire
- Busting Customer Success myths, should you prioritize churn or growth, why CS pros make the best leaders
- Churn analysis: 3 approaches for getting to the bottom of churn
- Churn Monster: Abandoned
- Churn Monster: Acquired
- Churn Monster: Bad Fit
- Churn Monster: Cash-Strapped
- Churn Monster: Championless
- Churn Monster: Cheater
- Churn Monster: Disengaged
- Churn Monster: Ghosted
- Churn Monster: Manic
- Churn Monster: Slacker
- Churn Monster: Stuck
- Churn Monster: The Victim
- Churn Monster: Unlucky
- Churn Rates! And More Math
- 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
- Customer offboarding: How to part on great terms with Sean Brookover
- Did your customer champion leave? Use this five-step playbook to reduce churn risk
- Empowering your customer success team through community
- Getting Customer Success Comfortable with Sales Conversations
- 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 teams can nail their renewal forecast
- How Online Communities Create Customer Advocacy and Retention
- How to bounce back stronger when a customer champion leaves with Ali Cudby
- How to Drive Conversions from Trial to Paid Subscriptions
- How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations
- How to lead quarterly business reviews (QBRs) customers want to attend
- How to Optimize Your Renewal Process When Sales Owns It
- How to stop CS firefighting, turning customers into advocates, data-driven hacks to reduce churn
- How to upsell customers with confidence featuring Bryan Neale
- How to Use the Voice of the Customer in Your Renewal Conversations
- Ideas for Handling More Customers at Scale, Scaling Customer Success, and How Addressing Churn Saved Salesforce
- Insightful ways to analyze churn, SaaS Quick Ratio as a growth trajectory, tricks for up-selling & cross-selling
- Is it magic, or ChurnZero? SalesIntel reveals the secrets of its expansion success.
- 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
- Master the strategy of multithreading in customer success: Q&A with Emilia D’Anzica
- Negotiation tactics for customer success managers
- Net Revenue Retention vs. Gross Revenue Retention: Explained
- Q&A recap | 2022 SaaS retention benchmarks
- Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn
- Q&A: Managing the Customer Journey to Accelerate Account Expansion
- Q&A: Selling for People Who Don’t Love Sales – Part 2
- Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity
- Q4 Customer Success: Renewals and Retention Process
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
- Reasons for customer churn: resistance to change
- Reducing Churn at Scale Using the ChurnZero Integration with HubSpot
- Retention Deficit: How To Keep Customers by Talking About More Than Your Product
- Seven customer marketing strategies to increase SaaS retention
- Seven-step guide to perform a customer churn analysis
- Should customer success have veto power over bad-fit customers?
- Sports, the best SMB retention rate and the Next Big Thing
- Steps to Proactively Manage Your Q4 Renewal Period
- Stop renewals and upsells from dragging out through the holidays with four simple steps
- Strategic customer success: minimizing post-sale chaos with Tim Conder.
- The 16 signs, symptoms and causes of customer churn in SaaS
- The essential skill set for CSMs
- The Fear of Churn
- The magic of cross-functional communication, sales mistakes that lead to churn, achieving CS transformation
- The new renewal playbook: Winning over cost-focused customers with Adil Dittmer
- The power of positive reinforcement: 13 customer wins worth celebrating
- The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
- The silent cause of customer churn: champion change
- Tips for Avoiding Customer Churn Early, Big Companies Don’t Churn. They Quit You., Customer Success to Drive Growth
- Understanding the Real Impact of Improving Customer Retention
- Veto Power, Customer Success Stories, Upselling Tricks and CABs
- When customers give notice: handling the cancelation conversation
- Who has skin in the CS game, the pain of bad-fit customers, techniques to combat involuntary churn
- Who owns customer renewals and expansions: Customer Success, sales or account management?
- Why Customer Success is your best investment during an economic downturn with You Mon Tsang and Punk CX
- Why Customer Success Should Care About Review Sites And Which Ones To Focus On
- Why NRR (net revenue retention) is the one metric to rule them all for SaaS
- Why retention is the most important metric we look at
- Winning back cancelled customers before they churn, lesser-known ways churn hurts your company, key metrics for new CS platform users
- Your Game Plan for Customer Retention During Uncertain Times
ZERO-IN
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ZERO-IN Conference
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Newsroom
Awards
- 2022 APPEALIE Best Customer Success award finalist
- Aaron Levine named a 2022 Tech CFO Star by DC Live
- Best Place to Work
- Best Product Management Software
- Best SaaS Product for Customer Services/CRM
- ChurnZero 2022 Appealie award winner: Best SaaS product, best Customer Success product
- ChurnZero Community team shortlisted for Customer Success Excellence Award
- ChurnZero earns GetApp Category Leaders 2023 Award
- ChurnZero Leads G2’s Momentum Report for Customer Success Software
- ChurnZero Leads Momentum Grid on G2 For Second Season
- ChurnZero named a Customer Engagement Software Frontrunner by Software Advice
- 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 in Northern Virginia Tech Council 2019 Tech 100 Honorees
- ChurnZero named to 2023 Capterra Customer Engagement Software Shortlist
- ChurnZero Named to the 2018 NVTC Tech 100 List
- 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 wins Trust Radius Best Relationship, Best Product, and Best Value Awards 2023
- Customer Experience Software Leader
- DC Inno’s Fire Awards: Meet the 50 winners of 2021
- Emerging Startup “Minicorn”
- G2 Reveals Best Software Companies 2020: ChurnZero Earns Spot on List
- Most Loved Software
- MVP Award – Reducing CHurn
- One of Best DC software Tech Companies
- Overall SaaS Company
- Overall SaaS Company
- Red Hot Company
- SIIA Codie Awards: ChurnZero finalist for Best Customer Success Management Software
- Software Leadership Award (Abby Hammer and 10 customers)
- The Best 20 Solutions on Crozdesk
- Top 10 Customer engagement
- Top 100 Fastest Growing Product
- Top 30 Rated Hubspot Integrations
- TrustRadius Announces ChurnZero as a 2019 Top Rated Award Winner in Customer Success Software
- You Mon Tsang Named Finalist for E&Ys Mid-Atlantic Entrepreneur of the Year 2023
In the News
- AiThority – ChurnZero Launches Success Insights, Enabling SaaS Companies to Proactively Identify the Reasons Why Customers Renew and Churn
- Authority Magazine: Leading from the C-suite – Alli Tiscornia
- BuiltIn – Seven tips from the C-suite for future Customer Success leaders
- BuiltIn – Three skills essential to a Customer Success career
- CHURN.FM Episode 164 – The evolution of focus on net revenue retention
- ChurnZero Adds Feature Enhancements to Its Customer Success AI Tool
- ChurnZero named to DCA Live’s 2023 Red Hot Companies List
- ChurnZero shortlisted in five Best SaaS Product categories at 2023 SaaS Awards
- CMSWire – 5 ways transparent personalization can win over customers
- Considering a hybrid work schedule? Here are the pros and cons of each model.
- Customer success enters the limelight as an answer to SaaS market woes
- Customer Think: How to unstick your relationship with Product
- CustomerThink – For SaaS companies, it’s the customer’s world. Don’t lose your spot.
- CustomerThink – How to make your support your lead generation goldmine
- CustomerThink – Teaching to Fish: Why Self-Sufficiency Means Customer Success
- CXChronicles Episode 168 – ChurnZero’s Abby hammer talks about the Customer Success
- Destination CRM: ChurnZero Makes Customer Success Priority No.1
- Digital Disrupted Episode 87 – How to save the SaaS model
- Eight Customer Success software platforms to consider
- ESG: 2022 Customer Success Leadership Study Signals Industry at a Turning Point
- For Subscription Businesses, Customer Success Could Be The Essential Investment Of 2023.
- Forbes – America’s Best Startup Employers
- Forbes – Customer success strategies to safeguard business stability and spur growth in a downturn
- Forbes – Having cash flow problems? Here’s where to look first.
- Forbes – How Customer Success can transform your SaaS business
- Forbes – The three golden rules of a customer-centric subscription business
- Forbes – Why NRR (Net Revenue Retention) Is The One Metric To Rule Them All For SaaS
- Forbes: How To Get Your Company Started, Not Stuck, With AI
- HBR: How mid-market can retain customers in a downturn
- HBR: In a Downturn, Focus on Existing Customers — Not Potential Ones
- How Different Companies Handle Hybrid Work Schedules in 2023
- Infinite Renewals Podcast: Building Credibility with Customers with Alli Tiscornia
- Martech Cube – ChurnZero announces BIG RYG 2022
- Martech Cube – ChurnZero Rated Most Loved Customer Success Software by TrustRadius
- MarTech360: Interview with Hunter Montgomery, Chief Marketing Officer, ChurnZero
- Metrics that Measure Up Podcast: The Evolution of Customer Success
- Modern SaaS Finance Podcast: David Appel with You Mon Tsang of ChurnZero
- More customer success leaders are reporting to the CEO, report finds
- Practical CSM Podcast: Customer Success + Product = Success BFFs
- Practical CSM: The Role of AI in Customer Success Management
- SaaS North podcast: ChurnZero founder You Mon Tsang on what it means to be data-oriented in Customer Success
- SaaSCan: The Critical Customer Metrics for Each Stage of Your SaaS Company’s Journey
- SaaStr podcast 489: The cutting edge techniques for Bbilding customer-centric support teams with Abby Hammer
- SaaStr: The Earlier, the Better – How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)
- SaaStr: Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from Churn Zero
- Sales Tech Star – ChurnZero Appoints Chief Financial Officer as the Company Continues on an Impressive Growth Trajectory
- Sales Tech Star – Churnzero Launches Success Insights, Enabling Saas Companies To Proactively Identify The Reasons Why Customers Renew And Churn
- Sales Tech Star – ChurnZero Rated Most Loved Customer Success Software by TrustRadius
- Sales Tech Star – Interview with You Mon Tsang, CEO and Cofounder at ChurnZero
- SalesStar Podcast: How to Establish Better Customer Success Frameworks with You Mon Tsang
- SalesTech Star: Why Customer Success Is a Revenue Driver—and How to Drive More of It
- SalesTech: ChurnZero Releases Launchpad to Enhance CS Processes, Productivity and Platform Expertise
- SalesTechStar Podcast: The Future of Customer Success with Allison Tiscornia, Chief Customer Officer at ChurnZero
- Tech People Podcast: Customer Success Best Practices with Ben Rosenberg
- Technical.ly: ChurnZero raises $25M to grow customer success, and the software that powers it
- The Best CX Lessons From Real Customer Conversations
- Uncharted Podcast: When To Raise VC Capital and When to Avoid It – With ChurnZero CEO You Mon Tsang
- Unchurned: Partnering with the Product Team for Customer Success
- Unlocking Success: The Role of CSMs and Forecasting in Business ft. Alli Tiscornia
- Valuize Podcast: Maximizing NDR by Assigning Customer Success with Revenue Accountability with Alli Tiscornia
- Washington Business Journal – Fast-growing D.C. tech firm doubles its revenue, plans new international subsidiary
- WBJ (Paywall): What’s in store for 2023? These D.C.-area business leaders offer their takes — and resolutions
- What is Gross Revenue Retention? With You Mon Tsang, ChurnZero
- Why And How 2023 Can Become The Year Of Customer Success
- Why Customer Success is Marketing’s Best Kept Secret
- Women in Tech: How to increase NRR and GRR with Customer Success with Alli Tiscornia
- Women in Tech: The path to the C-suite with Alli Tiscornia and Abby Hammer
- You Mon Tsang of ChurnZero on AI in Customer Success
Press Release
- ChurnZero achieves record hiring in first two quarters of 2022 and more than doubles staff in last 12 months
- ChurnZero and Northpass partner to put effective and engaging digital customer education platform in Customer Success teams’ hands
- ChurnZero announces 2022 ChurnHero Awards winners
- ChurnZero announces 2023 CSM Awards winners
- ChurnZero announces Australian subsidiary as global growth accelerates
- ChurnZero announces BIG RYG 2022: the Customer Success leadership summit in Washington, D.C.
- ChurnZero announces BIG RYG 2023, the essential summit for Customer Success leaders
- ChurnZero announces CSM Appreciation Week for the Customer Success industry
- ChurnZero announces further AI enhancements to help Customer Success teams save time, streamline tasks and increase their impact
- ChurnZero Announces New CCO, CMO, and VP of Sales
- ChurnZero announces second annual CSM Appreciation Week
- ChurnZero announces winners of 2023 ChurnHero Awards
- ChurnZero announces ZERO-IN 2024
- ChurnZero appoints Allison Tiscornia as chief customer officer, promotes Abby Hammer to chief product officer
- ChurnZero appoints chief financial officer as the company continues on an impressive growth trajectory
- ChurnZero awarded 2022’s “Highest Customer Satisfaction with a SaaS Product” by SaaS Awards
- ChurnZero becomes first purpose-built Customer Success platform to earn 1,000 G2 reviews
- ChurnZero becomes G2’s #1 Customer Success software
- ChurnZero earns 2023 APPEALIE SaaS Awards for its Customer Success platform and CX team
- ChurnZero Earns 2023 SIIA CODiE Award for Best Customer Success Management Solution
- ChurnZero earns 2023 TrustRadius Top Rated awards for Customer Success and Customer Onboarding
- ChurnZero earns GreenPlaces certification for commitment to sustainability
- ChurnZero earns ISO 27001 certification
- ChurnZero earns second GreenPlaces certification for sustainability
- ChurnZero earns the TrustRadius Most Loved Award for 2024
- ChurnZero earns top score in current offering category in assessment of customer success platforms by leading independent research firm
- ChurnZero earns TrustRadius 2023 Best Of awards for Best Feature Set, Best Relationship, and Best Value
- ChurnZero earns TrustRadius Tech Cares Award for third year
- ChurnZero enters 2024 as the customer success industry’s platform and partner of choice
- ChurnZero expands partnership with HubSpot
- ChurnZero integrates Snowflake into Customer Success platform
- ChurnZero launches 2022 Customer Success Leadership Study
- ChurnZero launches AI-powered Customer Briefs
- ChurnZero launches certification program for digital customer success
- ChurnZero launches Customer Success AI™
- ChurnZero launches free version of Customer Success AI™
- ChurnZero launches Renewal and Forecast Hub for Customer Success teams
- ChurnZero launches Success Insights, enabling SaaS companies to proactively identify the reasons why customers renew and churn
- ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data
- ChurnZero Named One of the Top 30 Rated Integrations on the HubSpot App Marketplace
- ChurnZero named SIIA CODiE finalist in two categories
- ChurnZero partners with Absorb LMS and Higher Logic Vanilla to unify digital customer success, customer education, and community management
- ChurnZero partners with Success in Black to advance diversity, equity, and inclusion in Customer Success
- ChurnZero Rated Most Loved Customer Success Software by TrustRadius
- ChurnZero Recognized as a Leader in the Washington D.C. Tech Scene by G2 Crowd
- ChurnZero recognized for best feature set and relationships in Customer Success software
- ChurnZero releases Launchpad to enhance processes, productivity, and platform expertise for Customer Success teams
- ChurnZero reveals full BIG RYG 2023 agenda
- ChurnZero unveils speakers at BIG RYG 2022
- ChurnZero, ESG, and SaaStr launch 2023 Customer Success Leadership Study
- Customer Success continues to grow in size, influence and impact, ChurnZero and ESG study shows
- Customer success teams becoming more sophisticated despite economic headwinds, ChurnZero, SaaStr, ESG and HubSpot study reveals
- Forbes recognizes ChurnZero as one of America’s Best Startup Employers
- Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations
Events
Webinars
- 2021 Customer Success Leadership Study results revealed
- 2022 Customer Success leadership study results revealed
- 2022 SaaS retention benchmarks – How does your company compare
- 2023 SaaS retention benchmarks: How does your company compare?
- 2024 SaaS retention benchmarks: How does your company compare?
- A CSM’s Introduction to ChurnZero
- A day in the life of a CSM using ChurnZero
- Automations for High Touch Customers
- B2B SaaS Benchmarks
- Beyond ROI: Reverse engineering the buyer journey for renewal success
- Building a Forever Transaction with Every Customer – Driving Deeper Engagement, Loyalty and Lifetime Value
- Career development: Improving goal-setting discussions
- Champion scalable and sustainable growth through Customer Success
- ChurnZero SlackBot: A Better Way to Unlock Key Customer Insights Anytime, Anywhere
- Coach the coach: NPS calls
- Community connection: Elevating customer engagement with ChurnZero & Higher Logic Vanilla
- Convincing your CEO to invest more in Customer Success
- Crash Course in Customer Success and SaaS Metrics with Dave Kellogg
- Creating a Single Source of Truth for Customer Success Data
- CS Everywhere: Leveraging Insights in Salesforce, Slack, Teams, Zendesk, & More
- CSM Awards
- Customer education: The secret sauce for client growth
- Customer Journeys: External Sharing to Reduce Churn
- Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact.
- Customer Success for companies without usage data
- Customer Success Leadership Study Results Revealed
- Customer Success maturity model: Know where you stand
- Customer Success operations: Why you need it and how to set up for maximum revenue impact
- Customer Success: Gain Strength Now
- CX Growing Pains: Lessons Learned Scaling to 300% Growth in 3 Years
- DC RYG CS Meetup
- DEI in Customer Success: True change requires a collective effort
- DevLess: Optimizing Automations Without Web Development Expertise
- Digital Communication Strategies to Drive User Adoption
- External customer journey sharing
- External Customer Journey Sharing
- Finance & Customer Success: Come together to chart a clear path to profitability
- From start to scale: Navigating the journey of customer education
- Handle Customer Objections
- High Touch and Low Touch Customer Engagement Strategies
- High touch and low touch customer engagement strategies
- High touch and low touch customer engagement strategies
- How Do You Rank? Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity.
- How to Build Effective Customer Success Plans
- How to Conduct Customer Exit Interviews & Use What You Learn to Fight Churn
- How to Drive Predictable Revenue Using Customer Health Scores
- How to Drive Predictable Revenue Using Customer Health Scores
- How to Get 20/20 Foresight for Your 2020 Customer Success Planning
- How to Have More Strategic Customer Conversations
- How to Learn What Your Customers Aren’t Telling You
- How to master the tough talks every CSM needs to have, even if you hate conflict
- How to scale your post-sale teams during periods of fast growth
- How to Streamline Onboarding to Reduce Churn
- How to Understand Usage Data
- How to Understand Usage Data
- How to Use Custom Dashboards to Optimize Customer Success Teams
- How to use ideal customer behaviors to accelerate product adoption
- How to Use Milestones to Drive Desired Outcomes
- How Your Organization Can Achieve a Customer First Transformation
- Impact Webinar – Crawl, Walk, Run: How to level up HealthScores
- Impact Webinar – Customer Success AI
- Impact Webinar – Customer Success Data, Everywhere
- Impact Webinar – Customer Success Reports Boards Want to See
- Impact Webinar – Drive Customer-Centric Growth Using Data
- Impact Webinar – Elevate CS Teams with WalkThroughs
- Impact Webinar – External Customer Journey Sharing
- Impact Webinar – High Touch and Low Touch Customer Engagement Strategies
- Impact Webinar – Introducing ChurnZero’s Renewal and Forecast Hub
- Impact Webinar – Introduction to ChurnZero
- Impact Webinar – Leveraging Platform WalkThroughs to Boost Adoption and Engagement
- Impact Webinar – Managing Onboarding for Low Touch Customers
- Impact Webinar – The Right Data at the Right Time
- Impact Webinar – Tracking Customer Journeys to Reduce Churn
- Introduction to ChurnZero
- Lessons learned from a big a$$ book shift
- Leveraging Alerts to Drive Action
- Leveraging Customer Success to Increase Expansion Opportunities
- Leveraging in-app announcements as part of your Customer Success strategy
- Managing Onboarding for Low Touch Customers
- Mastering multithreading: Strategies for expanding customer relationships and revenue
- Maximizing Return on Customer Success Through Journey Mapping
- Navigating post-sale chaos: Strategic customer success
- New Manager’s Guide for a Customer Success Strategy Implementation
- NPS – Using Net Promoter Score to Drive Improvement
- Overwhelmed to over quota: How to be a more effective CSM
- Rethinking Customer Onboarding to Accelerate Success
- Reviving a community to support your Customer Success team
- RevOps: Connecting Customer Success to the bottom line
- Scaling Customer Success: Digital strategies, ChatGPT, and personalized experiences
- Selling For People Who Don’t Love Sales
- Should new sales be held accountable for churn?
- Should New Sales be Held Accountable for Churn?
- Supercharging digital CS using Support insights
- Surprising Insights About Customer Health Scores & Its Impact on Recurring Revenue
- Surviving Stress in Customer Success
- The 5 customer love languages
- The CSM journey: how to carve your Customer Success career path
- The leadership leap: From first time manager to confident leader
- The Next New Normal: Maturing Your Customer Engagement Approach to Meet Modern Needs
- The Right Way to Handle Customer Objections & Negotiations
- The startup’s guide to Customer Success
- Top Questions to Ask When Evaluating Customer Success Solutions
- Tracking Customer Journeys to Reduce Churn
- Understanding the Real Impact of Retention and Customer Success Best Practices
- Unpacking the Power of the Executive Business Review
- Webinar: How to Use Sales and Marketing Data to Created Connected Customer Experiences
- What Customer Success Reports Boards Want to See
- What’s next for CS? Essential insights from the 2023 Customer Success Leadership Study.
- Why Surveys Should be Owned by Customer Success
- Your customer champion just left. Now do this.
- ZERO-IN 2024: October 16-17, 2024
Churnopedia
- Annual Contract Value (ACV)
- Annual Recurring Revenue (ARR)
- Average Revenue Per User (ARPU)
- Backlog
- Bad Fit Customer
- Bookings vs. Billings vs. Revenue
- Churn Rate
- Cohort
- Cost of Goods Sold (COGS)
- Customer Acquisition Cost (CAC)
- Customer Acquisition Cost (CAC) – Recovering
- Customer Advocacy
- Customer Centric
- Customer Cohort Analysis
- Customer Health Score
- Customer Journey
- Customer Lifetime Value : Customer Acquisition Cost (CLTV : CAC Ratio)
- Customer Onboarding
- Customer Renewal Rate
- Customer Retention
- Customer Success
- Deferred Revenue
- Evaluating customer success software
- Expansion Revenue
- Gross Margin
- Gross Revenue Retention (GRR)
- Ideal Customer Profile
- Lifetime Value (LTV) or Customer Lifetime Value (CLV)
- Monthly Recurring Revenue (MRR)
- Negative churn in SaaS
- Net Promoter Score® (NPS)
- Net Revenue Retention
- Product Adoption
- Unit Economics