ChurnZero

Newsflash: ZERO-IN is SOLD-OUT! Kudos to every #customersuccess leader who saved their seat—we can’t wait to see you next week in Washington, D.C. ZERO-IN 2024 will see hundreds of CS industry leaders gather once again to shape, share, and evolve the strategies and best practices of customer success. We’re super-excited about our customizable agenda of nearly 30 expert-led keynotes, workshops and breakout sessions. More than 40 speakers, including founders and executives, are on their way to D.C. from Eventbrite, MindBridge, ChurnZero, Discovery Education, Higher Logic Vanilla, CluePoints, Workato, Success in Black, Valuize, and many, many more. Stay tuned for live updates and insights from #ZEROIN24 next week! 

How do you measure the impact and maturity of your Digital Customer Success strategy? More importantly: how do you GROW its maturity and effectiveness? I'm stoked that in one week I'll be talking about this exact topic with Alex Turkovic at ChurnZero's 2024 Zero In conference. We'll share a Digital CS maturity model that you can use to measure your team's impact and highlight a growth pathway from one stage of maturity to the next. And we'll demonstrate the business impact of each of these stages, and why you should care about them. All so that you can better help your customers achieve the outcomes they come to you for. It'll be a first-time in-person collaboration for us, and you won't want to miss it as we share practical guidance you can apply right away to improve your outcomes. Who else in my network will be going to the conference? I'm excited to connect with new and old friends alike! #CustomerSuccess #SaaS #DigitalCS #ZEROIN24

The annual Customer Success Leadership Study is now in its fifth year! I was heavily involved in the creation of the inaugural study back in 2020, so it’s both a personal joy and a professional fascination to watch how the report itself has evolved over the years and observe the shifts in our industry. This year’s study was a collaboration between ChurnZero, 6sense, Customer Success Meetup, Gong, SaaStr, and Success Venture Partners. Their teams dug deep to uncover patterns and trends - the good, the bad, and the interesting. I want to share what stood out to me - what scares me a little, what reinforces important concepts, and what it all means from my perspective. My first callout: Companies with higher NRR are more likely to invest in CS. This trend tells me that companies who have low NRR are still struggling to truly buy into customer success. If you’ve proven that it works and you start to see your NRR rising, you’ll keep investing. But if executives are still skeptical, you may be struggling to demonstrate the value of CS. Try a proof of concept (POC). Do a “roadshow” to get buy-in from cross-functional peers and leaders. And show them this chart! P.S. I'll share another observation from the study next week - keep an eye out!

How do you secure a seat at the leadership table in a fast-scaling organization? It starts with proving the undeniable value of Customer Success and breaking down internal barriers. Join Peter Armaly, Principal at Valuize, as he shares his expertise at the upcoming ZERO-IN 2024 event, alongside other experts from CluePoints, STRACTIX, and Stress Less and Get More Done. This powerhouse panel will dive into the challenges of scaling CS in dynamic environments, including how to overcome objections from leaders who may not fully understand the impact of CS on long-term revenue retention. 📅 October 16-17, 2024 📍 Location: Washington, D.C. 🚀 Save Your Spot Today: https://bit.ly/3BvbNC4 #CustomerSuccess #Leadership #ScaleUp #CSLeadership #CX #Retention #Growth #Valuize

Customer success leaders need to get more systematic about automation and AI, says Peter Armaly. Currently, too many CS orgs treat it as something they’re doing on the side. While CS as an industry does a good job of embracing new technologies, Peter explained in his recent ChurnZero webinar, there’s still a way to go in operationalizing them. The top CS leaders have realized this, and are making CS operations a top priority. What else do the customer success industry’s most effective leaders have in common? Find out at https://lnkd.in/eVzT92uZ #customersuccess #AI #Automation with Valuize

Customer success tech stacks are maturing, but are some teams going backwards? The customer success tech stack is robust and on par with that of sales and marketing, reveals the 2024 Customer Success Leadership Study. Despite the technology’s efficacy, however, certain trends that de-prioritize CS enablement may have led to changes in adoption. Nearly 64% of smaller companies surveyed ($5 million to $49 million) reported their CS teams using support software, suggesting a lack of role definition between CS and support. Close to 69% of larger companies ($500 million and greater) reported using customer success platforms. Meanwhile, 95% reported using CRMs. And, although 87% of CS leaders indicated they are using or plan to use AI, just 21% have adopted AI into their tech stack so far. See more key findings from this year's study at https://lnkd.in/eEpmD5ih

Gotta teach ‘em early about churn risks! 😝 Bad fit, stuck, disengaged, ghosted. ChurnZero’s Churn Monster cards are one of the best company swag items I’ve ever received - clever, lighthearted, and genuinely educational. This set has been floating around my home office since their last event I attended back in 2021, and now they’ve turned into the perfect toddler toy! I can’t wait to see what new fun swag I come home from next week’s Zero-In event with!

Can’t believe ChurnZero’s #ZeroIn conference is next week! Looking forward to speaking along with my friend Marley Wagner on how customer intimacy and automation can actually fuel each other to drive efficiency, game-changing insights and revenue growth. Also, really looking forward to seeing so many new and longtime friends and connections, including Sierra Ryan Dana Alvarenga David Rekker Peter Adams Naomi Aiken Peter Armaly Sheik Ayube Reanna Dempsey Shashidhar Bellamkonda Adil Dittmer Dan Ennis Lucas Farley Swati Garg Kristen Hayer Jeff Kushmerek Angelika O'Reilly Ed Powers Rachel Provan Shari Srebnick Roxcee S. Aaron Thompson Alex Turkovic Sylvanie Tweed, MPM, CCSM Heather Wendt & Stephanie Workman-Bolden. And thanks as always to You Mon Tsang Hayley Merchant Cori Webb Hunter Montgomery Abby Hammer John Parrell Jason Moore and team for the opportunity to share expertise and for all you do for the #customersuccess community.

"Nobody likes to feel they're being sold all the time. It erodes trust and, eventually, the relationship... so what's the answer?" ⬇️