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The 3 Pillars of Customer Success for Sustainable Growth
Running a Software as a Service (SaaS) company comes with its unique set of challenges and advantages. One of the most significant advantages is the cost-effectiveness of serving existing customers who renew their contracts compared to acquiring new ones. However, this renewal is not guaranteed; it hinges on the customer…
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Using AI to Identify Market Impact
The recent $25B market cap loss is going to be impacting a lot of your accounts if you are an AE or CSM. It's time to do some research and keep in mind: The goal isn't to become a financial expert; the goal is to identify any risks to your deal or renewal and to use recent relevatn events to create a POV that you can use…
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How ChurnZero Integrates Community and Customer Data to Improve the Customer Experience
Overview ChurnZero is a customer success platform that helps customer success teams work efficiently, deliver greater customer value, and drive more revenue. The SaaS company empowers its users to run sophisticated, comprehensive customer success programs. ChurnZero’s own CX team embraced a digital-first approach to scale…
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Become Your Company's Customer Retention Expert
Congratulations! You’ve been on quite the journey over the past 8 articles. By now, you’re likely becoming aware that you can start predictably increasing customer retention in your company: You have an understanding of why customers choose to stay or leave. You have tools and a formula to create your strategy. And you…
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Strengthen Your Revenue-Driving Processes Through REACH
I published a book recently called REACH: A Framework for Driving Revenue Growth from Your Existing Customers. It introduces a structured process to help CSMs and Customer Success teams more consistently prioritize their accounts according to growth potential and then predictably uncover and capitalize on expansion…
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7 Questions You Need to Ask Before Hiring a Consultant or Services Firm
Of all the articles you’ve read so far in this series, this one may be the most important one of all. Choosing to hire an outside 3rd party expert consultant or services firm or choosing to run your customer retention strategy in-house is a big decision. If you make the wrong choice, it can be very costly. Not only in…
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Elevating Customer Success with Community-Driven Strategies: Making Your Customer Events Stand Out
When every resource counts and customers expect nothing but the best, customer success teams find themselves in a tight spot—how do you achieve more with less? Yet, amid these challenges, there’s a powerful resource that’s often overlooked: the community. Through this blog series, I’ll explore four ways community-driven…
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5 Proven Steps to Get the Budget for Your Customer Retention Project
The company where Seth works had new goals to increase bottom line efficiency in order to raise profits. It was Seth’s responsibility to operationalize this new goal for his post-sales team. Seth’s company has a very low churn rate. His challenge was how to make a dedicated customer experience team meaningful so his…
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Why Customer Success Should Stop Treating MAU as the Key Renewal Metric in B2B SaaS
The compelling case for looking beyond MAU Treating clients like patients Doctors don’t determine whether their patients are in good health based on whether or not they still have a pulse. That would be far too late. Not only is a patient’s pulse the last thing to go, but there are clearly many signs and symptoms that can…
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8 Reasons Your Customer Experience Improves with a Customer Community
95% of consumers say customer experience is important to their loyalty. So how do you create a customer experience that puts you on the right side of this stat? Use online community to improve the experience and increase retention. In today’s global economy, you’re no longer competing with just the businesses in your town.…