It takes creativity, customer-centricity, and a lot of work to launch a customer education program. To scale it, however, you need to incorporate a new approach into your mindset. You won’t succeed simply by working twice as hard, writes customer education expert Anna West. in fact, the more selective and strategic you are in your approach, the greater your chance of success. The secret is to step back from your content output and pay attention to people, process, and priorities. You’ll need to: 🟣 Build a roster of subject matter experts. 🟣 Dive deep into your customers’ learning journeys. 🟣 Define your most important processes clearly. 🟣 Scale your tools as you scale your operations. 🟣 Be unafraid to rethink, repackage, and restructure. Dive into Anna’s guide to scaling your customer education program with a small team at https://lnkd.in/guVmm_sS. #customereducation #customersuccess #customerlearning
ChurnZero
Software Development
Washington, District of Columbia 30,341 followers
We're the Customer Success platform and partner for growing SaaS and subscription businesses.
About us
ChurnZero is your platform and partner for Customer Success. We help your subscription business succeed at scale by giving you everything you need to improve efficiency, increase revenue, and deliver the best possible customer experiences. ChurnZero helps your Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Best-in-class automation and personalization, in-app communications, and Customer Success AI™ make it easy to engage with customers and lead them to value. Our platform offers journeys, health scores, survey tools, segmentation, plays, reporting, real-time alerts, walkthroughs, collaboration centers and more, and integrates easily with your CRM and tech stack. Beyond the software, we pride ourselves on being your team’s trusted partner, consultant, and coach, dedicated to helping you and your team focus on the work that matters most. Visit us at www.churnzero.com and discover the Customer Success platform and partner who'll help your business grow.
- Website
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https://churnzero.com
External link for ChurnZero
- Industry
- Software Development
- Company size
- 201-500 employees
- Headquarters
- Washington, District of Columbia
- Type
- Privately Held
- Founded
- 2015
- Specialties
- Customer Success, Customer Experience, SaaS, subscription business, Software, Customer Retention, Customer Experience, Retention, Customer Engagement, Account Management, B2B SaaS, Customer Onboarding, Customer Journeys, and customer onboarding
Products
ChurnZero
Customer Success Software
ChurnZero is the leading Customer Success Software platform, that helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints.. Learn how our real-time SaaS platform helps support Customer Success teams.
Locations
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Primary
717 D Street
2nd Floor
Washington, District of Columbia 20004, US
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Amsterdam, NL
Employees at ChurnZero
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You Mon Tsang
CEO, ChurnZero: your partner and platform for Customer Success
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Cal Shilling
Founder, Shilling & Rott Executive search ★ Talent Leader / Coach ★ 110 SaaS start-ups ★ 10,000 hires ★ Top 1% Linkedin ★ 23k Followers
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William Wagner
Retired Technology Executive; Board Director
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Hunter Montgomery
Chief Marketing Officer at ChurnZero
Updates
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When internal changes impact your team or your product, they affect your customers too. Learn to manage customers through change with transparency, clear communication, and a healthy dose of “what’s in it for me” in this webinar from our partner SuccessCOACHING. https://okt.to/8aDMtB
CS Leadership Roundtable: Driving Adoption with Change Management
https://www.youtube.com/
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Irit Eizips and I talk about lots of topics, debated about GRR and try to solve all the matters!
There’s no CEO with more insight into the future of customer success than ChurnZero's You Mon Tsang. This week, he joined Irit Eizips of CSM Practice to share his thoughts on the evolving landscape of CS, the right metrics to focus on, and how to invest in CS strategically. Our highlights: Discover ChurnZero’s founding story, what customer success looked like in 2015, and the biggest challenges You Mon faced in our earliest days: https://lnkd.in/eVEUXasc Understand what SaaS CEOs expect from their CS teams, and why the C-suite’s top metrics might differ from your CS team’s goals: https://lnkd.in/e5cyvUeA Learn the appropriate stages of your company’s growth to start operationalizing and scaling your team, and invest in CS tools: https://lnkd.in/esQdXBUd Thank you, CSM Practice– we appreciate you!
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There’s no CEO with more insight into the future of customer success than ChurnZero's You Mon Tsang. This week, he joined Irit Eizips of CSM Practice to share his thoughts on the evolving landscape of CS, the right metrics to focus on, and how to invest in CS strategically. Our highlights: Discover ChurnZero��s founding story, what customer success looked like in 2015, and the biggest challenges You Mon faced in our earliest days: https://lnkd.in/eVEUXasc Understand what SaaS CEOs expect from their CS teams, and why the C-suite’s top metrics might differ from your CS team’s goals: https://lnkd.in/e5cyvUeA Learn the appropriate stages of your company’s growth to start operationalizing and scaling your team, and invest in CS tools: https://lnkd.in/esQdXBUd Thank you, CSM Practice– we appreciate you!
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A great topic and a great panel! It's not too late to join Aaron Thompson, Lukas Alexander, and Maureen Rice in a few hours: https://lnkd.in/gPqXheQV
Customer relationships = revenue. And CSMs need the time and support to build those relationships (doesn't happen overnight). Today at 2pm EST (11am PST), Aaron Thompson, Maureen Rice and I will be talking about the role CS leaders play in supporting CSMs with the right tools, expectations and environments to succeed in their roles, grow their careers and boost company performance. If you haven't registered yet, GO! https://lnkd.in/gPqXheQV See you at 2pm sharp! #CSM #CSLeadership #CustomerSuccess
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Feeling overwhelmed as a CSM? You're not alone! Join us tomorrow for and eye-opening webinar with Aaron Thompson from SuccessCOACHING, and our very own Lukas Alexander and Maureen Rice. We'll dive into our "CSM Confidential Survey" and uncover what CSMs need to succeed in 2024. CS leaders, this is your chance to hear directly what your teams are experiencing and learn how you can better support them. Improve your leadership skills and help your CSMs thrive. Don't miss out! Register now 👉 https://lnkd.in/gMdsrMfy #CustomerSuccess #webinar #leadership
As a CSM, or CS Leader, have you ever felt any of these ways? * "Im drowning in work. Too much to do. Too little time. My workload expectations, and schedule, are not realistic nor sustainable." * "I'm being asked to do tasks that I am not prepared, nor enabled properly, to do. It takes too much time to do them, and (see bullet 1 above)." * "We're experiencing operational gaps at the leadership level. My leadership is great at making time for me, but are not providing the training I need to be successful, and conquer the challenges above (see bullet 1 and 2 above)." Well the good news is...YOU ARE NOT ALONE! ChurnZero has surveyed hundreds, and hundreds of CSMs and have released the "CSM Confidential Survey: What your CSMs need from you to succeed in 2024." I'm super excited to get to be a part of a webinar discussing these three topics, plus so much more coming up on Wednesday. Come join us on Wednesday, July 17th LIVE (11AM - Noon Pacific Time). I get to dive into the data, and surface up some insights alongside Lukas Alexander, and moderated by the amazing Maureen Rice! Even if you can't attend, register and you'll receive the recording. To Register: https://lnkd.in/gPqXheQV Hope to see you all there, and bring your questions. As a Leader or an Individual Contributor...and/or Player/Coach - Bring your thoughts, and we'll have plenty of time for Q&A. Thank you to ChurnZero, and our team at SuccessCOACHING for making this happen. #Webinar #CustomerSuccess #Leadership
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More than two-thirds of #CSMs say they’re happy—but this doesn’t mean they’re hitting their goals with ease. In fact, only 40% think their goals are realistic. Tomorrow, we’ll help you change that. Join ChurnZero and SuccessCOACHING for the CSM Confidential webinar, co-hosted by Lukas Alexander, Aaron Thompson, and Maureen Rice. We’ll dig into new data on how CSMs are really doing in 2024, and show CS leaders how to help CSMs achieve their goals, overcome obstacles, and build their confidence to deliver. When: Wednesday July 17, 2:00 PM EST Where: https://lnkd.in/gMdsrMfy #customersuccess #CS #CX #Efficiency #Webinar
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How many days per year do you think your CSMs spend summarizing accounts before customer calls? ChurnZero's Customer Success AI™ is here to help. Our Customer Briefs feature gives you effortless, one-click account summarizations, with account attributes, customer health, call notes, logged activities and more, ensuring you're prepared for every call in a fraction of the time. Find out more at https://lnkd.in/gpzjZ5yM.
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Systematic customer renewal starts with a strong health scoring initiative. If your health scoring needs an update (clue: surprise churn), start by getting to know this seven-step process. Get the complete free guide at https://lnkd.in/gMr8bEeB.
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Will #AI replace most of your #customersuccess team by 2030? #TBT to October 2023 when Maranda Dziekonski (she/her), Katherine Isaac, Allastair Meffen and David Verhaag debated the motion with ChurnZero in Washington, D.C. See our final image for the result. You can watch the debate in full at https://lnkd.in/gcr_6xj3. What’s changed since then? AI will be a hot topic at ZERO-IN 2024, the essential conference for customer success leaders, this October. Join us in D.C. to find out where CS and AI are heading, and how to stay one step ahead. Take advantage of the super-early-bird rate and register by July 31: https://lnkd.in/dMfUjenN.
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