ChurnZero

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!

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

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

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

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.

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.

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.

Last month, we shared CSM Jared Orr’s advice for CS leaders on how to help their teams succeed in 2024. This week, we asked Lukas Alexander, ChurnZero’s VP of CS, for three recommendations of his own. He said: ⬇️ ➡️ 1: Establish clear lines on task ownership and priorities. CSMs' roles, workloads, and goals have expanded. However, when every task is a top priority, says Lukas, nothing is truly a priority. As a leader, it's up to you to clearly define the tasks that are urgent or not, and equip CSMs to communicate this to customers to set clear expectations. ⏲️ 2: Use service models and capacity management to keep burnout at bay. A service model ties into customer segmentation characteristics, such as revenue size, to clearly define and differentiate the level of engagement that each customer gets. Determine how much time this takes a CSM to provide, and you can evaluate whether your service model is achievable based on a 40-hour workweek. The closer you can get, the better your CSMs can manage their time and become confident in their effectiveness. 🔧 3: Enable your CSMs to work smarter with training and tools. Training and tools give you extra leverage to fulfil your service model. Create more growth and training opportunities for your CSMs, especially around new hire onboarding and technical product training. If you don't have a customer success platform yet, learn how to build a compelling case. Cost savings, consolidation of functions, and efficient automation are points that will resonate with your CFO. See Lukas’s recommendations in detail at https://lnkd.in/d2B8CWSF. #CustomerSuccess #CS #CX #CSM

Carly Bell and the VergeSense team incorporated the REACH Framework into their ChurnZero workflows to drive more expansion. The result: 🚀🚀🚀. More expansion opportunities uncovered. More opportunities turned into closed-won deals. More appreciation for the role and impact of #customersuccess. New to the REACH Framework? Find out more: https://lnkd.in/dHjyXZnp #Expansion #CX #NRR #SaaS