9 Well-Meaning Yet Harmful Phrases to Avoid with Customers

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers

Author: Emily Nesterick

In honor of the 62nd GRAMMYs airing this weekend, I wanted to highlight a song nominee that’s become the unofficial anthem of dealing with difficult customers. Hate her or love her, there’s no denying the sing-songy catchiness of this T-swift track for telling loud, intolerant, and overly opinionated people to simmer. Yes, we’re talking about “You Need to Calm Down.”

Taylor Swift - You Need to Calm Down

While you’d never placate a customer by instructing them to “calm down” in the real world, singing along to this power-move melody offers a lyrical respite into an alternate reality where you say exactly what’s on your mind. The song’s poppy yet authoritative chorus strikes a chord for many Customer Success teams who face the wrath of angry customers emboldened by cancelable, finite subscriptions and a surplus of vendor options.

This got us thinking about the other not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. While people might not remember exactly what you said, they’ll always remember how you made them feel. Are you sending subliminal negativity to your customers? You’ll actually have to read this one to find out.

Caveat: These aren’t hard-and-fast rules that are never meant to be broken. This is a reminder to pick your words wisely and be cognizant of your context. We all know it’s not just what you say, but how you say it (tone, inflection, volume), where you say it (email, chat, in-person), and who you say it to (status, relationships, roles).

1.) “Unfortunately,”

Unfortunately

This pessimistic precursor is intended to be a bad news buffer, which customers have grown to resent as a disingenuous copout to rejections and noes. Customers appreciate when companies are forthright when sharing undesirable information. “Unfortunately” is a dead stop that builds a mental wall between you and your customer and is hard to break down once spoken.

Even Apple put a ban on its use. Based on Apple employee interviews conducted by The Wall Street Journal, former Geniuses (Apple tech support) were told, “[T]o say ‘as it turns out’ rather than ‘unfortunately’ to sound less negative when they are unable to solve a tech problem.”

Be direct and create a positive reframe. Focus on actionable alternatives instead of succumbing to a passive “can’t-do” attitude. For example:

“Unfortunately, I can’t do that.”

Vs.

“Our product does not have that functionality. I submitted your feedback as a product enhancement request for our product team to review.”

2.) “Actually”

Actually

Deemed the worst word on the planet and the one word that will kill your credibility, the passive aggressive undertone and superfluous nature of “actually” win it a spot on this list.

“Actually is the word that you use when you’re actually saying, ‘You are wrong, and I am right, and you are at least a little bit of an idiot,’” explains Jen Doll in The Atlantic. Doll analogizes, “It is the ‘talk to the hand’ of the adverb community.” The ultimate 90’s diss that when served packs a flippant punch.

Inc. Columnist Eric Holtzclaw offers another reason to avoid this term that may suggest discrete phoniness. “The word ‘actually’ serves as a spoken pause, giving the presenter’s brain time to catch up and decide how to resolve the conflict in their mind between the question asked and reality,” says Holtzclaw. He warns that it’s use may indicate deception and should warrant further investigation.

A safe bet is to omit the word from your speech. Or as MailPoet suggests, “Instead use: ‘I just want to make sure we’re both on the same page.’ ‘If I’m understanding you correctly, the issue is…’”

3.) “But”

But

This b-word is often used to void, neutralize, or diminish the thought or sentiment that came before it. In Business Insider, Psychotherapist Katherine Schafler points out that we subconsciously translate this conjunction into “here’s the catch…” and put up our guard.

This three-letter word makes any communication “instantly adversarial” as Karin Hurt, founder of leadership consulting firm Let’s Grow Leaders, explains in Fast Company’s article on how “but” undermines our words. Hurt recommends using the “yes, and” rule of improv which she says, “[A]dds to the conversation and invites further discussion without negating what anyone has said.”

Hurt provides the below example to show the positive shift of this adoption:

“But, I thought we were in agreement here.”

Vs.

“I hear that you’re really concerned, and I’m a little confused because I thought we were all in agreement.”

Using “and” retains the meaning of the words that preceded it while still relaying a contrasting statement that follows.

Here’s an example that also shows how removing “but” can change your tone:

“That’s a great idea, but we should review the other options.”

Vs.

“That’s a great idea. We should review the other options too.”

Removing “but” doesn’t affect the perceived validity of or negate the fact that it was a great idea. Reviewing other options is communicated as a separate thought that’s independent of the idea’s evaluation rather than a consequence of it.

There is an exception. You can use “but” to soften the delivery of negative feedback by leading with the negative statement. This strengthens the positive statement that follows the conjunction (as it’s recognized as sincere) and lessens the blow of the negative, which regardless of its placement, is believed for its candidness.

For example:

“I understand your intentions, but this is not how we should map the data.”

Vs.

“This is not how we should map the data, but I understand your intentions.”

You don’t need to entirely scratch this conjunction from your conversations, but you should be more mindful of its use.

 

4.) “Simply”

simply

This word is often cited when giving technical advice or instructions to a customer. Pusher Technical Product Manager Jim Fisher advises on his blog that “Uses of ‘simply’ are an attempt to glorify the writer instead of comfort the reader. The subtext is ‘I the writer am smart. I find this simple. You should too. If you don’t, you’re stupid.’” Fisher elaborates that whether the subtext was deliberate or accidental, it’s always bad and you can improve your sentences by simply removing this subjective filler. There’s also a tendency to use “simply” as a synonym for “only,” which leads to ambiguity and is best to steer clear of to avoid subsequent misinterpretation.


5.) “Easy”

Easy

By the same token, you should avoid telling a customer something “is easy” because it’s easy to become numb to basic features and their subtle nuances when you’ve built muscle memory from daily product demos and trainings. It can also make the customer feel like they’ve asked a stupid question by implying that the answer is obvious. Instead, Freshdesk recommends using more encouraging phrases like “‘I hear what you’re saying,’ ‘I’d love to help with that,’ or ‘Good news, this seems to be pretty straightforward!’”


6.) “Just”

just

One of the most rampant fillers out there, this timid nudge dilutes your meaning and weakens your conviction. Its close cousin “Just so you know…” is a qualifier used to offset the perception of overt directness or combativeness, but is also extra cushioning.

 

7.) “No problem”

Most often wielded by Millennials and Gen Xers, this controversial phrase has grown in popularity over the decades. As an avid user of its acronym form and fellow Millennial, I anecdotally know that it’s said with good intentions to show that it was really no trouble at all to help the thanker. But its double negative composition may imply otherwise to those who interpret it as dismissive and halfhearted compared to the traditional “you’re welcome” or the more empathetic “my pleasure.”

Merriam-Webster breaks down its negative insinuation by explaining, “Someone so inclined could deduce that a reply of ‘no problem’ implies that one might have had a problem or difficulty with the task but in the end that wasn’t the case, and for that reason only they’re happy to have obliged.” However, they conclude that its usage rarely holds that connotation. For that reason, the decision to nix “no problem” is one that may be overturned as younger generations rise in the ranks.

You can also try these cheerful replies: “Anytime,” “I’m happy to help,” “You’re very welcome,” “You got it.”

you got it dude


8.) “We/Our”

we

According to a series of controlled studies by Harvard Business Review, company reps who used the singular voice (I, me, my) were perceived to act more in the customers’ interest than reps who used plural pronouns (we, our). They showed that “How can I help you?” outperformed “How can we help you?” Speaking on your own behalf, instead of the company’s, is a more personal approach.

There is a case for using plural pronouns to invoke inclusion between you and the customer. This is especially useful when working through customer issues. Take a situation where you repeatedly contact a nonresponsive customer to resolve a problem. In the example below, see how using “we” provides an objective observation and shares accountability while not alienating the customer as the foremost issue.

“I haven’t been able to get in contact with you, so I’m following up to make sure we resolve [customer issue].”

Vs.

“It looks like we’ve recently fallen out of communication, and considering [customer issue], I want to make sure we have all the details we need to resolve this.”

Using “we” makes customers feel like you’re in this together instead of feeling like they must figure it out own their own. Not to mention, no one likes being wrong. Phrasing accusatory statements with “you” or even implying that something is the customers fault, causes them to become defensive and only furthers the problem at hand.

 

9.) “I will”

i will

This saying came from an (awesome) example-filled Zapier article by HelpScout’s Emily Triplett Lentz on customer support phrases to avoid. In the post, Lentz explains how customers want to hear about your progress, not your plans for it. Instead of replying to a customer with what you’re going to do, Lentz recommends pausing and taking the action before you hit send on that follow-up email. She shows how using the past verb tense radiates proactivity in this example:

“I’ll need to have a programmer take a look at this.”

Vs.

“I’ve looped in Shay, our resident workflow expert, so he can take a look at what’s going on.”

 

Power Your Positivity

absolutely

This post has focused on the negative and what not to say, but I’d like to end on a high note. So, here’s a list of affirmative words to infuse positivity into your customer conversations:

  • Absolutely
  • Amazing
  • Certainly
  • Definitely
  • Excellent
  • Fantastic
  • Terrific
  • Exactly
  • Outstanding
  • Gladly
  • Great
  • Understand
  • Completely

What else have you found that resonates well with customers? 


Upcoming Webinar:

How to Streamline Onboarding to Reduce Churn

Wednesday, January 2020, 2:00 – 3:00 PM EST

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure.

A successful onboarding process should enable your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a valuable, long-term relationship.

In this webinar, we will:

  • Discuss how a successful onboarding impacts customer retention
  • Share 5 signs that indicate you may need to revamp your onboarding process
  • Identify 3 mistakes to avoid and 3 strategies to employ when implementing changes to your existing onboarding process


Presenter: Bora Lee, Team Lead, Customer Success Operations, ChurnZero

Register today!

Register Now

 


Customer Success Around the Web


Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

The post 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers appeared first on ChurnZero.

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration

ChurnZero for Zendesk integration

ChurnZero’s integration with Zendesk brings the Customer Success and Support teams closer together than ever before. 

It seems like it would be a given that Customer Success should be BFFs with Support as they are both customer facing teams. However, since these teams typically work out of different software platforms, it’s easy to fall into the trap of becoming siloed. That’s why ChurnZero built our two-way integration with Zendesk Support, the leading cloud-based customer service platform.

The ChurnZero integration for Zendesk Support allows your Support team to access key customer insights from the ChurnZero platform within Zendesk, while viewing an issue. This new capability advances ChurnZero’s mission to bring Customer Success everywhere – success for your CS teams, right in your application, shared with the entire company, and for your customers.  

Chief Customer Officer“In the Customer Success industry, it’s all about delivering value to the customer,” says Abby Hammer, ChurnZero, Chief Customer Officer. “With this integration customers will be able to see the full picture of all customer engagements, which will help you to deliver the best possible experience across all of your customer touchpoints.” 

Why is a two-way integration important, you might ask?

  • Give Support teams easy access to customer data – such as customer health, renewal information, and more – while working on an issue.  
  • Provide Customer Support teams with key user data – such as role, title, product usage and more.  
  • Empower Support teams to provide more personalized customer experiences. Help them improve resolution time while avoiding crossed wires between Customer Success and Support.  

ChurnZero is now available in the Zendesk Marketplace. Please visit our listing for more information.

The post ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration appeared first on ChurnZero.

ChurnZero Power-Users Share Tips, Tricks and Best Practices

ChurnZero Power-Users Share Tips, Tricks and Best Practices

Blog Author: Alex Weihmann


If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Today’s Customer Success tools have an abundance of features with wide-ranging benefits, 
which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation. These tools have a profound impact on freeing up team member time.  

With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running. That being said, if you apply the right tactics, supercharging your CS efforts can be a simple process. Take comfort in the fact that every CS team must start somewhere! 

Curious where your team should begin? Check out these tips from some of ChurnZero’s CS Power Users and learn why ChurnZero and CS teams create a robust combination! 

Jump to:  

 

On Streamlining Onboarding 

VP-of-Customer-Success-Untappd
“We have relied heavily on ChurnZero Journeys to help automate the onboarding process, guiding customers to a desired state right out of the gates.”
 

-Jeremy Jeffers, VP of Customer Success, Untappd

 

Prior to deploying a Customer Success platform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. A system like this, which typically lacks automation, requires frequent manual updates. The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales. This imperfect approach creates the potential for tasks to slip through the cracks as your client volume grows.  

Automating the onboarding journey provides one way to ensure every customer starts on the right foot. Consider how tools like ‘Journeys’ and ‘Plays’ can help drive users to their ‘a-ha moment.’ Powerful automation can take human error out of the onboarding equation while still allowing for a personal touch. 

Journeys are maps of key portions of the customer life cycle (like onboarding, renewals and advocacy.) They enable you to identify key process milestones, set timeline expectations and recognize your client’s achievements. The real-time insights from Journeys allow you to monitor and adjust your customer’s trajectory as they continue down the path to a successful implementation. 

Plays allow your team to automatically engage with clients based on specific factors, enabling account management that is more proactive, timely and impactful for the client. Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time. Rather than waiting to notice a customer in need, Plays automatically assign tasks and deliver emails based on your client’s position in their onboarding process. If you’re new to customer success automation, here are a few Plays to try: 

  • Onboarding Milestones: Track milestones and engage customers if they go off track. 
  • Trial Guidance: As a new trial begins, engage and guide the user through the trial period. 
  • Power User Recognition: Recognize and thank users or accounts that are particularly engaged. 

 

“We are able to isolate different steps that are taking longer and make sure we are focused on those while continuing the rest of the implementation journey so nothing is being held up.” 

 – Drew Jordan, Business Development, Gravyty 


The consistency afforded by automating your CS onboarding process can uncover common trends and bottlenecks
 and provides insight into what works and what doesn’t. By supplementing these insights with usage data, you can correct any inefficiencies in your existing process. This allows you to optimize your onboarding experience for your next client and beyond. 

 

On Staying Organized 

As a customer success practitioner, tasks, to-dos and other obligations are a regular part of your life. In fact, much of your schedule is at the mercy of the accounts you manage!  

Regardless of how chaotic your schedule is, it’s important to have a consistent way to begin and end your workday. It is easier said than done to stay on top of the latest needs, challenges and achievements of your book of business. This is especially the case for teams with high account-to-CSM ratios. 

An effective CS home base is not only essential for your success, but for the success of your customers. 

 

“The command center has been extremely helpful to keep track of tasks and pending tasks. When you’re an account manager with a lot of clients, it can be difficult to manage projects and campaigns. The command center helps prevent any tasks slipping through the cracks.” 

– Samuel Park, Senior Strategist, SureFire Local 


ChurnZero’s Command Center brings together everything you need to manage your daily to-do list. It displays your customers into a single comprehensive view, that lets you efficiently navigate your schedule. The goal of the Command Center is to easily assess what you need to do and what you have done throughout the day. When using this versatile tool, be sure to leverage:
 

  • My Calendar: Integrate your Google or Office 365 calendar to sync your customer meetings. This gives you a quick view of your important upcoming events. 
  • My To-Dos: Quickly process your upcoming customer to-dos with checklists of open tasks and messages for review. 
  • My ChurnScore Changes: Easily organize and review customers who experienced changes in their health score. You can review the causes of these changes and immediately take action directly from your dashboard. 
  • My Segments: Review the customer segments that are most critical to your daily functions.

Rather than working out of a fragmented workspace made up of many tools, ChurnZero’s Command Center brings together all your essential data in one place. It provides one-click access to everything you need to organize your day. When joined with ChurnZero’s native integrations, the Command Center provides a single source of truth for all your customer information. 

 

“It’s been great to be able to see aggregate data within ChurnZero in a way we weren’t able to before. Previously we would have to keep a million spreadsheets of data and do so much manual work, but ChurnZero solves that for us in so many ways.” 

 -Joy Bennett, Manager of Client Services, ConsumerAffairs

 

By collecting and organizing data from your existing systems (like your help desk, CRM or similar sources), your team will never be more than a few clicks away from their most important account information. Best of all, the Command Center eliminates the need to manually compile fragmented data, like pulling multiple internal reports. 

Protip: The Command Center provides a critical foundation for leading one-on-ones and even team-wide meetings. It allows quick ease of comparison of account information for your entire CS team, while simultaneously highlighting important account changes and deadlines.  

 

On Uncovering Deep Customer Insights 

It’s easy to just collect as much data as possible on your customers, and while this may seem like a strong approach, it shouldn’t be the end goal. An approach of “data gluttony” can leave you frustrated and overwhelmed, with no results to show for it. What’s important is collecting data that will help you truly understand your customer and their needs and goals. These are insights that your team can act on. Step back and ask yourself, “what questions do I want my data to answer?”  

 

“In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” 

-Pedro VittesDirector of Business DevelopmentGoCanvas 

 

When determining what data your team needs to collect, consider the questions you are trying to answer. Are you trying to identify signs of slipping health? Or perhaps upsell opportunities? Regardless just remember that there is no one-size-fits-all approach for CS metrics. Here are a few metrics that matter when guiding your clients down their desired path. 

Consider making use of data like: 

  • Usage: 
  • Features adoption 
  • Daily logins 
  • User activity 
  • New accounts added 
  •   Sentiment: 
  • NPS 
  • Customer – CSM relationship 
  • Support ticket volume and resolution data 


We often think of leveraging customer data as just an internal benefit, but it can
 also provide advantageous insights for your customers. 

“ChurnZero provides us with insight to customers that we normally wouldn’t have. We also are able to share this information, such as more detailed usage, with customers, which they find helpful, but we do too.” 

 - Allison Varn, Director of Account Management, CJIS Group. 

 

The same data can identify gaps in product usage and flag areas for client improvement. For instance, tracking certain customer user behaviors, like the number of logins or total usage time, may signal a need for additional customer training. Likewise, the same data can reveal that specific product features aren’t being utilized by the customer. This could mean that your customer isn’t realizing the full value of your product. 

This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. 

 

“We leverage ChurnZero data to decide which customers are good candidates for product beta testing and rolling out product updates.” 

– Tina Miranda, Client Success Manager, ConsumerAffairs 

 

On Applying Automated Alerts 

Customer Success teams contend with a long customer lifecycle that is time-intensive, beginning from the onboarding process through renewal and advocacy. This makes maintaining a pulse on a large book of business difficult, especially when your clients are at different points of the customer journey. 

By establishing triggers, you can automate alerts and easily stay up to date on the latest account developments. 

“Take advantage of the trigger email alerts! I’ve been able to promptly address potential client “fires” with the client before the client brought them up to me. This positioned me as a knowledgeable ally and resource that they can come to for assistance.” 

-Daniel Feldman, Major Accounts Manager, Cision 


Take a step back and consider what types of situations 
(triggers) can impact your customer relationships. These are great starting points when you’re getting started with Automated Alerts: 

  • Signs of Declining Health 
  • Has engagement dropped? Are customers exporting large amounts of data from your product? Are their NPS responses poor? 
  • Signs of Avoidable Churn 
  • Has a payment failed? Is a credit card on file nearing its expiration? 


Just remember – not all alerts need to be negative. Some of the most powerful alerts signal opportunity:
 

  • Expansion and Retention Opportunities 
  • Is a license limit being approached? Is renewal coming up? 
  • Recognition Opportunities 
  • Is a certain user particularly active and engaged? Has an account hit a certain onboarding milestone? 


Real-time alerts can help your team stay on top of critical customer actions and prevent anything from slipping through the cracks. They can also be delivered through a variety of channels – within ChurnZero, via email or text message, and most recently, Slack!
 

“When an account dips into the red, I know ASAP. (I) reach out to them right then prior to my boss asking me to reach out to my troubled account.” 

– Tiffany Lucas, Client Success Manager, PlayMaker Health 

Protip: Since all alerts aren’t created equally, you may choose to configure your alerts based on priority. When creating an alert use the ‘additional filter’ function to narrow down the alerts you receive. For example, you may choose to only activate onboarding alerts for clients with a tenure of less than 90 days. Also consider how configuring your Alert delivery methods. While alerts within ChurnZero are the default, your most important alerts may be better suited for SMS or Slack notifications. 

 

On Accurately Organizing Customers 

CSMs know that not all customers are created equally. In the world of B2B SaaS, not all accounts can be treated the same way. Since Customer Success is all about driving value and outcomes for specific customers – a tailored approach is a must. This is where the power of Segmentation can come into play. 

“The ability to segment our base in many different ways is very helpful … it has made our CSM team much more efficient and effective.” 

– David Casal Del Castillo, Customer Success Manager, ProntoForms 

 

Segmentation should be your first step when organizing your customers into groups. Besides helping identify upsell and cross-sell opportunities, a strong segmentation strategy can identify customer risk and larger customer trends or patterns. It also provides an efficient way to orchestrate automated tasks, especially when dealing with high and low touch accounts. Logical account segmentation is a key to scaling your entire business. 

Your approach to segmentation can take many forms. It may include customer demographics (revenue, size or industry) or even usage statistics (support tickets, license utilization or activities). How to best segment your customers comes down to your product and usage characteristics. Above all ensure that your metrics are as customer centric as possible. These customer-oriented segments are often the most fruitful. 

The gains realized by better organizing your customers can be significant. Overtime you will collect enough data to create even deeper segments, revealing additional insights. From there you’ll be able to tailor your customer journey in a manner that fosters retention and drives additional opportunity. 

ProtipDon’t know where to start? Check out this guide on constructing your Customer Segments 

 

Your Team + ChurnZero: A Perfect Match 

What to learn more about the features and tools that our customers love most? Check out our reviews on G2 Crowd– where we lead G2’s Momentum Report for Customer Success Software. 

Ready to learn more about what makes ChurnZero the perfect match for growing Customer Success Teams? Request a demo here. 


Upcoming Webinar:

How to Streamline Onboarding to Reduce Churn

Wednesday, January 2020, 2:00 – 3:00 PM EST

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure.

A successful onboarding process should enable your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a valuable, long-term relationship.

In this webinar, we will:

  • Discuss how a successful onboarding impacts customer retention
  • Share 5 signs that indicate you may need to revamp your onboarding process
  • Identify 3 mistakes to avoid and 3 strategies to employ when implementing changes to your existing onboarding process


Presenter: Bora Lee, Team Lead, Customer Success Operations, ChurnZero

Register today!

Register Now

 


Customer Success Around the Web


Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

The post ChurnZero Power-Users Share Tips, Tricks and Best Practices appeared first on ChurnZero.

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data 

LinkedIn Sales Navigator

New feature mitigates churn risk by flagging customer job changes. 

 LinkedIn launched Data Validation, a feature that helps Customer Success professionals manage their contacts and ensure they have the most up-to-date contact data. Data Validation will automatically flag contacts who are no longer with the organization listed in your company’s CRM.  

Contacts who update their employer on LinkedIn will be automatically marked with a “Not at Company” Flag” field in your CRM and this flag can be used to trigger different CRM activities to keep records updated.  

 

Why Customer Success Managers Should Care 

What does this have to do with ChurnZero? We’re leveraging this new LinkedIn Sales Navigator feature to help Customer Success Managers take the next step. Not only will ChurnZero CSMs have the most up-to-date information always available to them, but they can use that data to create automated plays and alerts to act on these critical updates.  

Chief Customer Officer“Customers leveraging LinkedIn Data Validation are now able to use real-time insights to influence critical workflows when key contacts change jobs,” says Abby Hammer, ChurnZero, Chief Customer Officer.  

“The loss of a champion and/or decision maker is one of the most potentially damaging moments in a customer relationship. This feature empowers CSMs to get in front of the situation and proactively manage the relationship throughout the transition. This solidifies their role as a trusted partner, which then has direct impact on retention and revenue.” 

Here’s how LinkedIn Sales Navigator and ChurnZero automation will support CSMs: 

  1. When a contact is no longer at a company, LinkedIn Sales Navigator maps to a field in Salesforce and updates the record.
  2. Within 24 hours of the record update, LinkedIn Sales Navigator flags it for the Customer Success Manager or Account Executive.
  3. Then using ChurnZero, CS teams can trigger automated workflows based on those real-time insights from LinkedIn.  


Whether a customer on the decision-making committee has left or a champion has changed jobs, CSMs will be armed with the right information to quickly follow up and take action. 
 

 

Getting Started 

To get started with this ChurnZero integration you will need to:  

  • Have LinkedIn Sales Navigator Enterprise Edition 
  • Enable a sync with LinkedIn Sales Navigator Enterprise Edition with either your Salesforce or Microsoft Dynamics 365 instance 
  • Be an active ChurnZero subscriber and sync with Salesforce or Microsoft Dynamics 365 


For more information about ChurnZero and LinkedIn Sales Navigator integration you can 
request a demo here 

The post ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data appeared first on ChurnZero.

ChurnZero’s 10 Customer Success Leaders to Watch in 2020

10 Customer Success Leaders to Watch 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions; see #2). Based on LinkedIn research, Customer Success roles saw 34% annual growth—qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization 

Great teams start with great leaders, so we wanted to highlight some of the industry trailblazers who are shaping the future of this maturing field and staking a claim for Customer Success as an essential SaaS growth driver. While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success.   

And if you’re considering the role yourself, check out our eBook: The Future CCO, for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. 
 

1) Yamini Rangan, (First) Chief Customer Officer, HubSpot 

Chief Customer Officer- HubSpotYamini joins HubSpot from Dropbox where she was their Chief Customer Officer. In her new role, she will unite HubSpot’s marketing, sales and services teams around the customer, creating a cohesive experience to help fulfill their mission of helping millions of companies grow better. 

“This year, we’ve made some important functional changes to make sure we’re keeping the needs of our customers and partners at the center of everything we do,” said Brian Halligan co-founder and CEO of HubSpot. “Today’s most disruptive companies are finding ways to innovate on how they market, sell, and provide service to their buyers, and Yamini has a proven track record of doing just that. I’m confident that our team and community will benefit greatly from her experience.”

Prior to joining Dropbox, Yamini spent four years at Workday where she was the Vice President of Sales Strategy and Operations and helped quadruple revenue and scaled the sales organization. She has a Bachelor’s degree in Electronics Engineering, a Master’s in Computer Engineering, and an MBA from Berkeley. In 2019, Yamini was recognized as one of the Most Influential Women in Business by San Francisco Business Times. 

Follow Yamini on Twitter @yaminirangan and find her on LinkedIn.

 

2) James Scott, Vice President of Customer Success, ShootProof 

James Scott - SuccessHackerJames brings more than a decade of Customer Success experience to ShootProof, where he leads the Customer Success and Customer Support teams. James is a seasoned executive with a track record of serving high-growth SaaS companies and joins ShootProof from SuccessHacker, where he served as General Partner. His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. 

“Investing in our customers’ success is one of ShootProof’s top priorities. James brings tremendous experience and data-driven acumen to ShootProof,” said ShootProof CEO Colin Breece. “He is passionate about customer advocacy and believes that there’s no more powerful growth engine than delighted customers. 

Follow James on Twitter at @ukjamesscott and find him on LinkedIn. 

 

3) Lisa Schreiber, (First) Chief Customer Success Officer, Forcepoint 

Chief Customer Success Officer - ForcepointLisa will be responsible for Forcepoint’s customer capabilities, overall customer experience from acquisition to retention, as well as sustainable growth of the global portfolio. As Chief Customer Success Officer, Lisa will represent the voice of the Forcepoint customer, working cross-functionally to reimagine how leading cybersecurity companies should engage with their customers. Her responsibilities will be to deliver an industry-leading customer engagement model that sets the standard in cybersecurity for customer satisfaction.  

Lisa has a proven track record in driving and scaling success, and I am confident she will do an outstanding job and take our customer capabilities to the next level,” said Matthew Moynahan, CEO, Forcepoint. “Our relationship with our customers is everything, and it is essential that we create a seamless, unified experience across all customer touchpoints and add value with each interaction. I am excited to have Lisa as part of my senior leadership team.” 

Lisa was most recently Vice President of North America Customer Services at Oracle and has over 20 years of enterprise software and SaaS experience. While at Oracle, Lisa led the customer success of Oracle’s 200 largest enterprise customers. Lisa has also held executive positions at GoldenGate Software, Inc., Schwab and U.S. Trust Corporation, among others. 

Lisa earned a Bachelor of Science degree in Computer Science from the University of Pittsburgh. 

Follow and find Lisa on LinkedIn. 

 

4) Chad Gaydos, (First) Chief Customer Officer, Talkdesk 

Chief Customer Officer - TalkdeskTalkdesk CCO Chad Gaydos is the company’s first senior executive focused on creating and nurturing a corporate culture devoted to customer experience at every level. In this position, Chad is responsible for leading the strategy and execution for customer experience and engagement journey with Talkdesk. 

“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk. “Chad Gaydos has a remarkable track record in customer-facing roles across the globe and brings a comprehensive understanding of customer-centricity to the Talkdesk approach. His deep knowledge, vast experience and passion for customer excellence will be instrumental in deploying and aligning resources to increase the lifetime value and profitability of customers.”      

Chad joins Talkdesk with more than two decades of executive leadership at Skillsoft, the world’s largest corporate learning software provider, and SAP, the largest global enterprise application software company.  

He received his BBA in Finance from Kennesaw State University. 

Find Chad on Twitter @GaydosChad and follow him on LinkedIn. 

 

5) Celeste Martinell, Vice President of Customer Success, BenchPrep 

Vice President, Customer Success, BenchPrepCeleste is responsible for leading BenchPrep’s Customer Success team as they continue to expand their team, reach, and learning solutions. Celeste has served in senior client management and client partnership roles in the education and technology space for the last 20 years. Now at BenchPrep, she’ll be building and leading the Customer Success department to ensure clients are leveraging the full extent of the company’s learning platform and getting maximum value from it. 

“I am thrilled to have Celeste join the BenchPrep team as our Vice President of Customer Success,” said Ashish Rangnekar, CEO of BenchPrep. “The Customer Success function at BenchPrep has become very critical because our rapidly-growing client-base depends on us to be their strategic partners, with many of them having unique needs and desired outcomes. With Celeste now leading this department, I’m confident we’ll be able to empower all of our customers with the requisite knowledge and resources to offer the best learning programs in their respective markets.” 

Celeste holds a BBA from Ohio University. 

Find and follow Celeste on LinkedIn. 

 

6) Madan Gadde, (First) Chief Customer Officer, Collibra 

Chief Customer Officer-CollibraMadan will be charged with building out the organization and vision for the post-sales function. Drawing on his demonstrated track record, he will lead strategy for Collibra’s best-in-class customer advisory management programs and collaborate with the executive leadership team to streamline the customer journey. 

“Collibra’s customer success initiatives are a critical component to our long-term business success,” said Philip Carty, Chief Revenue Officer for Collibra. “As we continue to scale our business globally, formalizing a high-performing customer strategy becomes imperative. With Madan’s extensive background in leading global post-sales efforts, he will be instrumental in helping customers realize the full potential of Data Intelligence by turning data into a strategic and competitive asset.” 

With more than 20 years of experience driving customer-centric technology solutions globally, Madan most recently served as Senior Vice President Customer Success at DataStax, a leading provider of database software for hybrid and multi-cloud distributed applications. Prior to that, Gadde led customer service offerings at FIS as Senior Vice President of worldwide professional services. Gadde also held various leadership positions at HP, Genesys and Mercury Interactive. 

Find and follow Madan on LinkedIn. 

 

7) Brian LaReau, Vice President of Customer Success, Sureify 

Vice President, Customer Success, SureifyBrian’s primary focus will be developing metrics and initiatives that will influence several areas of the company to ensure Customer Success. Brian brings with him extensive experience in driving Customer Success. As a professional services leader on Guidewire’s international team, Brian was a key driver in increasing Guidewire’s European customer base by 500% and revenue by 840% in five years by leading InsuranceSuite implementations at Aviva UK and PZU Poland. LaReau’s proven success with customers and partners created advocates for Guidewire in the region leading to explosive sales and revenue growth. 

“We are so fortunate to have Brian agree to lead our Customer Success team. His deep experience with Guidewire in leading strategic implementations and assuring Customer Success during times of rapid growth will help us to continue to delight our customers as we grow in the coming months and years,” commented Brian Mulconrey, SVP of Customer Implementations and Services. 

Find and follow Brian oLinkedIn. 

 

8) Heather Bentley, Senior Vice President of Customer Success, Mimecast 

Vice President, Customer Success, MimecastHeather will be responsible for leading the global customer success and services strategy to ensure alignment with corporate goals and initiatives. This will require her to drive cross functional initiatives and develop a roadmap to strategically engage, retain, and scale positive customer experiences. With the huge cyber security skills gap, there is an opportunity for Mimecast Legendary Customer Success to serve as a trusted security advisor to our valued customers. Heather’s experience building global services programs will help Mimecast expand its efforts in this area to deliver amazing customer engagements. 

I love Mimecast’s customer-first approach to doing business. There’s really a sense of wanting for each customer to have the best experience possible that resonated with me when talking to both executives and team members across the globe. I’m excited to take my passion for building customer success to Mimecast and help continue driving the Legendary Customer Success they’re known for,” said Heather Bentley. 

Previously, Heather was the Head of Customer Success in Europe for Automation Anywhere. For more than a decade, Heather held leadership positions at Symantec and recently was their Vice President of Premium Support and Customer Success. 

Follow and find Heather on LinkedIn. 

 

9) Chris Frasier, Chief Customer Officer, Mapp Digital 

Chief Customer Officer, Mapp DigitalChris will be responsible for Mapp’s post-sales customer management, including global account management, revenue delivery, and customer success. In his new role, Chris will continue to lead Mapp’s Customer Support and Professional Services groups. Having worked in the marketing industry for over 15 years, both on the brand and technology provider side, Chris is a recognized account management veteran with extensive business experience and a proven reputation of delivering for Mapp’s customers. 

Steve Warren, CEO of Mapp, congratulated Chris and said “With Chris, we are filling the position of Chief Customer Officer with true account management professional. The demands for providing superior all-round customer service are changing in line with Mapp’s continued global growth. Chris understands how to drive and execute internal transformation like virtually no one else to maximize the success of the entire organization into the future.” 

Find and follow Chris on LinkedIn 

 

10) Tom Krackeler, Chief Customer Officer, Zuora 

Chief Customer Officer, ZuoraTom joined the Zuora executive team as Senior Vice President of Products in May of 2015 through the acquisition of Frontleaf, a subscriber analytics company where he was a founder and CEO. Tom has over 15 years of experience in product leadership at software-as-a-service companies at various stages from startup through IPO.  

Prior to Zuora, Tom was Vice President and GM at Convio, playing a key role in the company’s 2010 IPO. Tom led Product Development and created the Convio Common Ground product line, where he was also responsible for go-to-market and services. Before Convio, Tom spent seven years as Co-Founder and SVP Products at GetActive Software, which pioneered online fundraising and constituent engagement for charities and nonprofits. 

Follow Tom on Twitter @tomkrackeler and find him on LinkedIn. 

 

Who else would you add to the list? 

 


Upcoming Webinar:

How to Streamline Onboarding to Reduce Churn

Wednesday, January 2020, 2:00 – 3:00 PM EST

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure.

A successful onboarding process should enable your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a valuable, long-term relationship.

In this webinar, we will:

  • Discuss how a successful onboarding impacts customer retention
  • Share 5 signs that indicate you may need to revamp your onboarding process
  • Identify 3 mistakes to avoid and 3 strategies to employ when implementing changes to your existing onboarding process


Presenter: Bora Lee, Team Lead, Customer Success Operations, ChurnZero

Register today!

Register Now

 


Customer Success Around the Web


Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

The post ChurnZero’s 10 Customer Success Leaders to Watch in 2020 appeared first on ChurnZero.

CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story

CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story

RFP360RFP360 was founded to help customers develop strategic RFP processes that deliver results. As the only full-circle RFP management solution for issuers and responders, the platform simplifies the proposal process for businesses around the world. The company’s innovative technology and procurement expertise help organizations cut their project response time in half. RFP360 enables users to create twice the opportunities while boosting their business’s RFP win rate. 

The Challenges  

As a result of their rapid growth, the RFP360 Customer Success team faced several challenges. Thestruggled to: 

  1. Maintain a pulse on their customer portfolio. The team lacked a logical, centralized workspace for their day to day activities.
  2. Scale their processesThe need to manually search for specific customer metrics meant the team was reactive rather than proactive.
  3. Identify accounts in need. The team lacked a way to assign health scores or predict a customer’s likelihood to churn.
  4. Deliver the right touchpoints at the ideal times. Automating the customer journey and other important communications was a must.
  5. Understand their most important prospects – trial users – and monitor their use of the product. 

 

Meeting RFP360’s Goals  

RFP360 took several steps to increase their productivity and meet the demands of a growing customer base: 

  • Automate Repetitive ActivitiesThe automation of manual, repetitive activities has improved scalability. Automation allows for smaller accounts to receive the high-touch experience typically reserved for larger customers.  
  • Centralize Customer Success EffortsActionable customer information is never more than a few clicks away. This data is presented in an easy-to-understand format with intuitive UI and reporting. 
  • Increase Trial User ConversionThe ability to unlock rich usage data has allowed the team to monitor how trial users engage their product. This has allowed for the optimization of their trial subscriptions program. 
  • Become More Proactive in Account ManagementThe implementation of real-time heath metrics has allowed the team to gauge a customer’s likelihood to churn or renew.  

 

The Impact 

In less than a year, the RFP360 team has realized considerable resultsA dedicated Customer Success platform has not only increased scalability but has enhanced the firm’s entire customer experience. 

  • Automation has enabled RFP360’s Customer Success Consultants to be more efficient. It has allowed the team to scale to 500+ accounts without the need for additional headcount. 
  • Aggregated customer reporting allows for ease in tracking behavioral trends, flagging at-risk accounts and guiding customers towards success. The team has better oversight into user activities and trends. 
  • Access to usage insights have optimized the trial subscription processRFP360 can better understand trial user behavior and optimize their conversion into paid accounts.   
  • Customer Success Consultants are no longer left to rely upon gut instincts. The centralization and contextualization of their CS data have allowed for more productive customer conversations that drive upsells and renewals. 


If you want to understand how your customers use your product, how to increase user adoption and how to assess customer health
, consider the gains that a Customer Success platform can provide. 

Curious to learn more about RFP360’s Customer Success transformation? Read the complete success story here

The post CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story appeared first on ChurnZero.

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job

Author: Ingmar Zahorsky, VP of Customer Success, ChartMogul


ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind.

I joined the company 4 years ago as the first full-time customer success hire. Today, I lead a team of 7 people, split across 3 sub-teams.

In addition, that team is also split across several continents. Rather than seeing that as a hindrance, we actually think it’s one of the key factors that contribute to our success.

I’ve learned a few lessons about building and running a remote customer success team and I want to share them with you in this blog post.

For me, customer success comes down to 4 important steps:

  1. Figure out your priorities when hiring remotely
  2. Develop processes to integrate customer feedback quickly
  3. Jumpstart customer success with great self-help tools
  4. Set ambitious metrics goals


Let’s review each in more detail.

 

Your priorities should define your remote hiring strategy

One of my first challenges after joining ChartMogul was serving our customers in the U.S. I was based in Berlin back then (and I still am), so initially I had to switch my working hours in order to be able to cover the East Coast time zone (6 hours behind Germany).

This gave me an opportunity to quickly understand the challenges of being a Berlin-based startup (ChartMogul wasn’t fully remote at that time) serving the U.S. market.

It led me to the conclusion that the most effective way to build the customer success team at the company is to start hiring remotely from the onset.

However, I also knew that in order to manage effectively, we would need to have at least a few hours of overlap on a daily basis. So, when we started hiring, we already knew the range of time zones we were looking to hire in.

What does this mean for your team?

Before you are ready to start hiring remotely, you have to figure out 3 things:

  1. Where the majority of your customers are located
  2. How much overlap you’re looking to have with your reports
  3. Where can you hire (for legal and compliance purposes)


That might sound limiting, but in most cases, it would give you at least 5-6 time zones you can hire in.

That can also expand as your company grows and you start to attract customers from a larger set of countries and time zones.

 

Integrate feedback loops

At ChartMogul, we make a strong point of collecting customer feedback both in manual and in automated ways.

Tools like NPS surveys and customer satisfaction scores (CSAT) give us immediate feedback that allows us to identify areas in which we aren’t doing great and improve them.

But we believe that it’s also important to bridge the gap between the team and our customers.

We have a feedback channel on our Slack where we share comments and suggestions from our customers. This helps every team within the company understand who it is we serve and what their challenges are.

Another thing we do is to get product managers involved in the conversations with our biggest customers. This allows the people who drive the development of ChartMogul to witness firsthand how people are pushing the boundaries on what’s currently possible with the platform.

Speaking to customers who are successful with ChartMogul also helps us understand where the next 100 customers will come from.

Finally, we make sure that the learning flows across the organization as prospects become customers. We have a well-defined process for handing off new customers from sales to customer success that ensures customers receive a consistent experience across each step of their experience with ChartMogul.

 

Great customer service starts with passive help

Providing solid self-help resources is an important part of creating an effective customer success team.

A survey commissioned by Nuance Enterprise found that 67% of respondents prefer to use self-service rather than call a company on the phone.

For us at ChartMogul, self-help means two things:

  • Our Help Center, which features over 100 support articles; and
  • Our detailed API Documentation, which helps customers build advanced implementations using their subscription data

In the beginning, it was hard for us to set aside the time to create these assets. But we persevered and quickly started to notice that the volume of support requests was declining.

The discipline we’ve shown in setting time aside for building our self-help resources has repaid itself manyfold.

 

Set ambitious metrics-driven goals

It is impossible to micro-manage a remote team. This is a blessing both for employees (everyone hates being micromanaged) and team leads (micromanaging is very ineffective).

To lead, you have to create a compelling vision for where you’re going, cap it with a goal you want to achieve, and come up with a framework of metrics for measuring progress towards that goal.

At ChartMogul, metrics are a powerful tool to get the whole team on the same page and make everyone (including managers) accountable for their achievements.

Our initial goal when we started building up the customer success team, was to be very responsive to customer requests. That’s why we picked First Reply Time as our guiding metric that served as a measure of our performance.

Initially, we didn’t have enough people in order to be able to commit to a specific goal. As we started scaling the team, we implemented a Service Level Agreement (SLA) where we said our goal was to provide a first reply time within one hour during business hours in the U.S. and Europe.

It took us about 2 months to get there and we’ve kept our first reply time low ever since — today we stand at about 30 minutes for our first reply.

The goal of this process wasn’t to squeeze every possible bit of productivity out of the team. Instead, we wanted to think creatively about what’s keeping us from making progress and remove those obstacles — whether they were tied to the tools we used or the process we followed.

Going through this exercise really energized the team, so we used the learnings to create SLAs for the whole team, including when the success team collaborates with product and engineering. 

Today, we have metrics and processes for each part of the team and as well on a contributor level. That has really helped us improve our customer service operations dramatically. And we have the customer stories to prove it:

The commitment to our customers goes beyond the success team — it involves product, engineering, and every team within ChartMogul.

 

The secret to a successful remote customer success team

For subscription businesses (and SaaS companies in particular) customer success is not just “nice to have”; it’s essential.

For the typical SaaS company, profit from a single customer comes a long time after acquiring that customer. And because they can leave at any given moment, you need to make sure your product is constantly delivering value for them.

And this is where customer success steps in.

Making sure customers fulfill their objectives with your product starts with your team but goes beyond it — the whole company needs to align towards the goal of ensuring your customers get value out of using your product.

VP of Customer Success, ChartMogulLearn more about achieving that alignment and building high-performing customer success teams for SaaS companies.

Ingmar Zahorsky is ChartMogul’s VP of Customer Success. You can find more of his writing on the ChartMogul Blog or connect with him on Twitter or LinkedIn.

 


Upcoming Webinar:

How to Streamline Onboarding to Reduce Churn

Wednesday, January 2020, 2:00 – 3:00 PM EST

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure.

A successful onboarding process should enable your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a valuable, long-term relationship.

In this webinar, we will:

  • Discuss how a successful onboarding impacts customer retention
  • Share 5 signs that indicate you may need to revamp your onboarding process
  • Identify 3 mistakes to avoid and 3 strategies to employ when implementing changes to your existing onboarding process


Presenter: Bora Lee, Team Lead, Customer Success Operations, ChurnZero

Register today!

Register Now

 


Customer Success Around the Web


Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

The post Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job appeared first on ChurnZero.

ChurnZero Named Customer Success Leader in G2 Winter 2020 Report

ChurnZero Leads Momentum Grid on G2 For Third Season

G2 Customer Success Momentum LeaderOut of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year.

Given the rapid pace of innovation and change in technology markets, today’s B2B buyer needs to have a forward-looking perspective when it comes to purchasing new business solutions.

The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis). A product’s Momentum Score is calculated by a proprietary algorithm that factors in social, web, employee and review data that G2 has deemed influential in a company’s momentum.

The Satisfaction Score is based on end-user satisfaction with the product, popularity, statistical significance (number of G2 reviews), quality of reviews receives, age of reviews, overall customer satisfaction, and Net Promoter Score on G2.

The two scores combined to give ChurnZero an overall score of 95, beating out the next highest Customer Success provider by 16 points.

“It’s extremely exciting that our customers’ reviews have propelled us to a category leader” said ChurnZero’s Chief Customer Officer, Abby Hammer. “Really, this is a testament to our Product and Customer Success teams. They go above and beyond to help our clients provide the best Customer Success to their own customers. You see their work mentioned in almost every G2 review.”

Customer Success Momentum Grid

To find out why our customers rate us so highly and understand the impact we can bring to your subscription business, sign up for a live demo today. 

Get a Live Demo

G2 - Customer Success - Users Love Us

 

About G2 (formerly G2 Crowd)

Headquartered in Chicago, G2.com is revolutionising the way businesses discover, buy and manage software and services. More than three million users per month rely on G2.com to help them find and buy the best software for their businesses. The platform has 750,000 reviews, and $100M in total funding invested by IVP, Accel Partners, LinkedIn, Emergence Capital, Pritzker Group, Chicago Ventures, Hyde Park Ventures, industry leaders and founders. G2.com’s most recent funding, a $55M Series C, was announced in October. The company’s first acquisition, Siftery, was announced in December 2018 following its Series C funding.

                                                                         

About ChurnZero

ChurnZero helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Arlington, VA and is backed by leading angles and venture capital firms such as Baird Capital, Grotech Ventures and Middleland Capital. For more information, visit churnzero.net.

The post ChurnZero Named Customer Success Leader in G2 Winter 2020 Report appeared first on ChurnZero.

ChurnZero’s Greatest Hits from 2019: Feat. Top 10 Blog Posts and Other Noteworthy News

ChurnZero Year in Review 2019 Author: Emily Nesterick

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search category, ahead of the real-life Royal Baby who took the number three spot. That’s 2019 for you. 

Feeling a bit nostalgic, we practiced our own self-reflection to create a curation of our proudest accomplishments this year. If ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. We hope you enjoy reading this best-of highlights reel; we loved making it happen. 

With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends.  

Top 10 Blog Posts from 2019 

1.) How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success 

It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. Read on to find out what onboarding phase is the most essential to adoption and how psychology’s thinslicing” phenomenon makes first-time user experiences a high-stakes encounter. 
 

2.) 5 Common Mistakes Customer Success Managers Make When Managing Their Day 

Do you mistake your busyness for productiveness? Is your daily must-do list becoming unmanageable due tscope creep from misaligned priorities? Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? You’re not alone. Avoid these common productivity pitfalls by adopting habits to better delegate your energy and time.   

 

3.) 5 Tips for Dealing with An Angry Customer (The Right Way!) 

Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. 
 

4.) 6 Customer Retention Strategies That Keep Customers Coming Back 

 Nothing worth having in this life comes easy—including loyal customers. But earning customer loyalty is only hard when you don’t have an ongoing strategy to nurture your users into brand advocates. To keep your customers coming back for more, learn these affinity-building tactics including rewarding your VIPs and using surprise reciprocity. 
 

5.) Churn Monster: Ghosted 

 This is an installment of our “Churn Monsters” (i.e. common churn risks your company faces) where we look at real-life scenarios involving churn monsters and how to defeat them. 

 When a customer ceases all communication without any explanation as to why they went silent, you’ve been ghosted. It can seem like an impossible feat to get ghosted customers to reengage with you since effective communication is a two-way street. Check out this life-like scenario to learn how to bring a ghosted customer back to life. 

 

6.) CSM Confidential – Part 1: Difficult Customer Conversations 

 This was our first installment of CSM Confidential – where real-world CS practitioners give their unfiltered responses to some of the most challenging, frustratingand cringeworthy CSM experiences. This relatable post covers how to handle when the customer is not always right (shocking!), tell customer they’re a poor fit, and manage customers who ignores deadlines and meetings. 

PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential.  
 

7.) 5 Misconceptions Customer Success Has About Product 

 It’s no secret that CS and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. Read on for common misconceptions that CS folk have about Product folk, and why they’re wrong. 
 

8.) 6 Things CSMs Need to Do Today to Blow Q4 Out of the Water 

As you approach Q1 filled with new-year ambition, it’s the perfect time to turn your recent reflections into a sound strategy for the year aheadThis post focuses on how to maximize the biggest sales quarter and close out the year strong, but these same strategies can be applied to make every quarter in 2020 your best one yet. 
 

9.) How Best to Create a B2B Customer Survey 

 CSAT and CES and NPS, oh my! There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative wayLearn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard.  


10.)
Churn Monster: Championless 

 To round out our list, we have our final “Churn Monsters” installment featuring Championless 

This monster is unleashed when your product advocate or main point of contact leaves their role at the company—making their account’s likelihood of renewal wildly uncertain. This post features a life-like scenario of how to turn your advocate’s absence into an opportunity for a new champion (or should we say star) to be born.  

And Other Noteworthy News

Now that you’ve read (or at least bookmarked) the best of our blog, if you enjoyed these posts, subscribe to our weekly newsletter to start your new year with the latest CS insights right in your inbox.  

Lastly, I’d be remiss to not highlight our own retrospection of this past year’s achievements. But I know you’re busy with pressing matters such as deliberating last-minute NYE plans (to stay on the couch, or not to stay on the couch, that is the question), so I’ll make this short and sweet.  

To sum up 2019 with one word: growth. ChurnZero raised $7 million in Series A funding led by Baird Capital. They say good things come in threes which takes no exception to us welcoming our new CCO, CMO, and VP of Sales to our powerhouse executive team. Building on our momentum, the team knew it was the perfect time to step up our CS event and networking game in a big way; so, we created BIG RYGChurnZero’s inaugural industry and user conference built for current and future CS leaders (save your spot). And on the security front, we reinforced our commitment to protecting customer data and earned our SOC 2 Type 2 ComplianceWe also popped a few bottles to celebrate taking home several top designations this year. We’re honored to be recognized as: 


2019 is almost a wrap. As you plot your course for the new year remember that, “In between goals there is a thing called life, that has to be lived and enjoyed.” It’s been a fun, wild ride and we’re grateful to be growing with you by our side. Stay tuned; our all-time greatest hits have yet to be made. 

Happy New Year from ChurnZero! 


Customer Success Resource

Advice from Customer Success Experts: Best Practices for Year-End Planning eBook

Best Practices for Year-End Customer Success Planning eBookThe end of the year is a busy time for Customer Success teams. Businesses are under pressure to finish out the year strong, perform Quarterly Business Reviews (QBRs), determine and refresh KPIs for the new year, finalize budget – and most importantly ensure your customers are successful going into the new year.

We decided to reach out to some industry leaders and solicit their advice for end of year planning. Get your own free copy of this eBook.

Download Now


Customer Success Around the Web


Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

The post ChurnZero’s Greatest Hits from 2019: Feat. Top 10 Blog Posts and Other Noteworthy News appeared first on ChurnZero.

ChurnZero Security: Announcing SOC 2 Type 2 Compliance

ChurnZero Security: Announcing SOC 2 Type 2 Compliance

 

SOC 2 Type 2 CertifiedAs a leading Customer Success software platform, we take the protection of our customers’ data very seriously. While this has traditionally meant putting great security systems in place and ensuring that we partner with industry leading service providers, we realize that some of you have a need for us to go beyond just giving you our word, so we went out and got independently certified.

ChurnZero is pleased to announce that we have successfully completed the AICPA Service Organization Control 2 (SOC 2) Type 2 audit and are compliant at the highest level.

“As a SaaS-based Customer Success company, our greatest priority is the privacy and security of our platform and customer data”, said Mark Heys, ChurnZero Chief Technology Officer. “At ChurnZero we are committed to continually improving our security posture to protect customer data. Our completion of the SOC 2 audit demonstrates our continued commitment to meeting the highest standard of security requirements.”

The SOC 2 Type 2 report is performed by an independent auditing firm and is intended to provide you with the proof that, when it comes to protecting your data, we’re not just all talk. Thanks to a company-wide effort we successfully achieved compliance in the following areas:

  • Security – The system is protected again unauthorized access, both physical and logical.
  • Availability– The system is available for operation and use as committed or agreed.
  • Processing Integrity– System processing is complete, accurate, timely and authorized.
  • Confidentiality– Information designated as confidential is protected as committed or agreed.
  • Privacy– Personal information is collected, used, retained, disclosed and destroyed in conformity with the commitments in the entity’s privacy notice and with the criteria set forth in Generally Accepted Privacy Principles (GAPP).

The relationship we have with our customers is built on trust, and this certification is our way to bolster that trust and work towards earning it rather than just expecting it.

The post ChurnZero Security: Announcing SOC 2 Type 2 Compliance appeared first on ChurnZero.