ChurnZero’s Post

The Great CSM Debate: Retention vs. Expansion... It's a Double Win! Here at CSM HQ, a fiery debate rages on: Retention or Expansion? While keeping happy customers around is undeniably awesome (hello, recurring revenue!), helping them unlock even more value with our product is pretty darn epic too! The truth is, it's not an either/or situation. It's a beautiful customer success tango! By focusing on retention, we build rock-solid relationships, making expansion a natural next step. Happy customers become vocal advocates, singing our praises from the rooftops (metaphorically, of course). So let's raise a glass to both retention and expansion! They're the dynamic duo that fuels sustainable growth and makes our customers' (and our!) SaaS journeys incredible. #customersuccess #saaslife #webothwin

Customer Success is evolving, are you keeping up? It's not just about retention anymore. CS is a key revenue driver, and the smartest teams are turning it into a growth engine. Want to know how? Join Brent Krempges next week for an exclusive webinar with Michelle MacCarthy & Tim Eclair-Heath from Unit4, where they will explore: 🔑 Proven strategies to drive long-term growth 📈 Tactical insights from Unit4’s Success4U program If you’re serious about elevating your CS team’s impact, this session is a must. 👉 Register today: https://lnkd.in/ezU4XQtM #CustomerSuccess #Growth #Revenue 

Value realization is replacing product adoption in Customer Success 🔄 Here’s the key elements of value realization that founders and CSM leaders should understand: 👉 Aligning with customer objectives 👉 Delivering measurable, ROI-driven outcomes 👉 Proactive and personalized engagement 👉 Strategic roadmaps for long-term success When customers realize value, they renew, expand, and advocate. For SaaS companies, this means stronger retention, growth, and differentiation. The focus has shifted from mostly tracking usage to driving measurable outcomes that align with customer business goals. Most important takeaway: CSMs are no longer product guides - they’re strategic partners. The ones that embrace this practice will benefit big time. Thanks to ChurnZero and their team for adding this to their CS predictions list for 2025. As per usual, find the link in the comments. #CustomerSuccess

New Pricing Models: The Bridge Between Customer Success Investment and Revenue Impact As companies shift from conventional ARR models to usage-based and value-based pricing, we're witnessing a game-changing moment for Customer Success. These models do more than just align pricing with customer value—they create new opportunities for CS teams to drive measurable revenue impact and build stronger partnerships with Finance. In his latest article, Peter Armaly, Principal at Valuize, dives into why these innovative pricing models are reshaping how CS teams prove their value in revenue terms, paving the way for a future where customer success and company success are fully aligned. Read more on how Customer Success can transform from a cost center to a clear revenue driver through new, customer-friendly pricing strategies. https://lnkd.in/gnusZGfz #CustomerSuccess #PricingStrategy #RevenueGrowth #CustomerEngagement #Valuize

Claiming Our Stake in Revenue Generation 💰 As we continue to celebrate our fireside chat with Diana De Jesus, here’s her take on how Customer Success can claim its stake in revenue generation. Claiming our stake means shifting our mindset from being reactive problem solvers to proactive value creators. By focusing on delivering measurable outcomes for our customers, we’re not just supporting them—we’re driving growth and directly contributing to the company’s bottom line. #firesidechat #revenue #growth

Interesting read on the changes currently happening in customer success and not necessarily for the better.  CS shouldn’t be wrapped up into part of the Sales function, and customer success should not rely solely on automation. A frustrated customer who can’t get an answer to their problem and has to go through documentation or a back-and-forth with an AI bot isn’t a recipe for success.  #clientsuccess #customersuccess #sales

Everyone knows the post-churn blues 😥 While CS often feels it the hardest, churn is a TEAM effort. It truly takes the whole wolf pack! Every stage of the customer journey can impact a company’s decision to renew which means every team plays a part. ✨ Marketing and Sales set the expectations. ✨ Product and Engineering craft the experience. ✨ Onboarding sets the foundation. ✨ Customer Success keeps the momentum. How do you make sure your customer journeys end in renewal celebrations, not churn hangovers? 😅

Did you know that Success Panda has a YouTube channel? We post The Customer Success Shows there as well as.... Reactions and Hot Takes 🔥 Give us a sub ✅ and give a 👍🏻 like, 📝 comment, or ♺ repost for the 🐼❤️ #CustomerSuccess #SuccessPanda #Tech #SaaS

I recently spent some time thinking about the ideal target structure Dark Thera should adopt by 2026, and more specifically, the role of Customer Success across the business. While I have a solid foundation in the principles of CS, I found my knowledge dated in the context of an evolved CS landscape in recent years. Thanks in large part to Alasdair Kilgour's insights and a few others, I've gained a clearer understanding of current CS thinking around how to structure teams to drive revenue. I've shifted to a three-pillar model: Technology, Finance, and Revenue. Under the Revenue pillar, I've grouped Marketing, Customer Acquisition, Customer Success (post-sales), and Revenue Operations. This new structure simplifies the process of setting up revenue-driven metrics across the entire customer journey, from initial acquisition to long-term retention. I'm excited to see how this approach will streamline operations, improve decision-making, and ultimately drive revenue growth. For those interested in learning more, Alasdair shared a great video worth watching if you have the time: How Customer Success Drives Business Growth with Nick Mehta https://lnkd.in/dAzaiBNc #customersuccess #revenueoperations #businessstrategy #techleadership #startuplife

Double click on support operations ( refer my earlier post on support can be proactive) 1. For the digital age, recurring revenue and SAAS platforms u needed an upgraded mindset for customer support 2 refer pic below bottom right where the focus need to shift to a. Strategic customer engagement b. Business cadence and c last being operations NOT the other way round, where most support teams operate 3 you need a clear blueprint, traceability, insights, and measurable time blocks to slot each of operations activities #customersuccess #operationsmanagement