ChurnZero

While setting up a customer education program isn't simple, it doesn't have to be an all-or-nothing initiative, writes ChurnZero's Anna West. You can start small, then optimize, then grow. ⬇️ Get to know the first steps of designing and creating an effective program, from finding your first content to gathering customer feedback, in the first of a new series on customer education for small teams. https://lnkd.in/ePM9-z_V #customereducation #customersuccess #CX #LMS

Learn from the best in CS, including ChurnZero CEO and co-founder You Mon Tsang, this October in New York City. We’re proud to partner with Customer Success Meetup for NYC Customer Success Week! ⬇️ This event brings the entire CS world to New York City for one week. The goal: to bridge online relationships into real-life connections, with thought-provoking content as the backdrop for meaningful conversations and relationships Get more details (and your early-bird tickets to the main event on Thursday, October 3) at https://csweeknyc.com/.

What should you prioritize when it comes to training and upskilling your CSMs? Lukas Alexander, VP of customer success at ChurnZero, has three recommendations. ⬇️ 1: Technical product skills. Your CSMs make pivotal recommendations to customers, so they need a deep understanding of your product to ensure their recommendations are trustworthy and grounded in experience. 2: Core people skills. Your CSMs’ empathy, curiosity, and a learning mindset are essential to manage interactions that involve competing agendas or priorities. These abilities are underrated and undersold. 3: Education skills. Effective customer education is critical to drive long-term value and loyalty. Train your CSMs on learning management systems and in-app walkthroughs to keep customers informed and engaged. Get more recommendations, with actionable advice on where to start, in Lukas’s conversation with Rich Fernandez on Absorb Software’s Return On Intelligence Podcast. #customersuccess #CX #CSMs #SaaS

An executable digital customer success strategy has three key components, writes CS strategist Marley Wagner in part two of her ChurnZero guide to planning and executing a digital CS program. ⬇️ 1: Your digital roadmap. This maps your team’s route from today’s current state, all the way to achieving your vision for a fully developed digital CS program. 2: Your automation plan. This determines the activities, tasks, and messages you’ll take off your CSMs’ plates by automating them. 3: Your touchpoint map. This document outlines every customer interaction throughout your customer journey: purpose, audience, channel/delivery method, internal owner, internal system, and trigger. Get to know each component in detail, and see how they fit together, at https://okt.to/BPca6A.

Did you know that CSMs are more likely than the average worker to be happy in their jobs? 68 say they're very or somewhat happy at work, according to the 2024 CSM Confidential Report. So, what makes CSMs happy? ⬇️ 🟣 91% of CSMs enjoy the consultative work of helping solve their challenges. 🟣 81% say they enjoy thinking strategically. 🟣 88% enjoy getting to know their customers. 🟣 68% like and appreciate their managers. 🟣 And 84% of CSMs like and appreciate their teams. Find out what else makes CSMS happy - or unhappy - in the 2024 CSM Confidential Report from ChurnZero and SuccessCOACHING. Based on a confidential poll of hundreds of CSMs, it's a detailed picture of how they feel about their roles, goals, skills, teams, managers, and more. Get your copy at https://okt.to/aKF2rV.

Headed to tomorrow's B2B Marcom Summit? Get the big picture on 2024's outlook in the day's first keynote panel with Brian Reed, Katie Hollar, Paul Sherman, and ChurnZero CMO Hunter Montgomery Discover which trends these B2B executives are watching closely, the strategies they're most excited about, and the technologies and platforms they're paying the most attention to. Find out more: https://okt.to/RIwuah

NEWSFLASH: ChurnZero's team is recognized as "The 2024 Customer Success Team of the Year" in the SaaS industry with a SIIA CODiE award. 💥 The award was based on several criteria, including going above and beyond to exceed customer expectations, using innovation to address customers’ changing needs, and building trust through transparency and communications. "ChurnZero is committed to being both the best platform and partner for customer success," says You Mon Tsang. ChurnZero CEO and co-founder. "Our customer success team delivers on that commitment every day. They are dedicated and impactful and make a real difference with our customers. Thank you to SIIA and the industry for recognizing their achievements, and thank you to our amazing team.” https://lnkd.in/exdx3-gi

There’s no avoiding setbacks when you’re in customer success, but you don’t have to let churn, escalations and difficult customer interactions wear you down. It's all about knowing how to bounce back, which starts with changing your relationship with negative outcomes and how you experience them. Want to know how? Give yourself 20 minutes to view this quick ChurnZero webinar, and take your first steps toward becoming more resilient in your professional life. https://okt.to/71pRNg #resilience #adversity #customersuccess

Heads up!  Don’t forget to register for the ESG webinar “Retaining and Growing Customers in the Landscape of the 2024 World" on Wednesday, May 22 from 11am – 12 noon ET. You Mon Tsang, CEO and cofounder of ChurnZero, and Michael Harnum, CEO of ESG (Customer Success as a Service®️), will discuss the changing state of customer success, the industry trends driving heightened scrutiny on performance, and how companies can retain customers in the current environment. Register here: https://lnkd.in/e7A7dUBc

VIA PRNEWSWIRE: ChurnZero launches its Service Partner Certification program. The Certification program enables our partners to deliver more value to our mutual customers by giving them everything they need to configure and optimize ChurnZero solutions. Certified partners receive: - Comprehensive training and certification - Exclusive promotional opportunities, recognitions, and discounts - Market expansion opportunities The program extends ChurnZero's already robust partner ecosystem, which includes programs for hundreds of comarketing, reseller, referral, venture capital/private equity, and technical integration partners. Sign up and learn more: https://lnkd.in/ePweugUS