They’re artistic, data-driven, customer-centric, modern, and impactful. They query the established order, and relentlessly pursue their prospects’ success, utilizing ChurnZero software program to energy their initiatives and obtain breakthrough outcomes.
We’re delighted to introduce the winners of the 2024 ChurnHero Awards for buyer success! For the fifth yr operating, we’ve acknowledged 5 buyer success groups who achieved outstanding ends in certainly one of 5 classes—onboarding, adoption, renewals and enlargement, advocacy, and innovation. Right here’s who they’re, and the way they did it.
2024 Onboarding Hero: Ollie, a Subsequent Glass firm
Ollie used ChurnZero journeys and performs to boost their onboarding course of for time-pressed prospects.
The client success group at Ollie, an ERP system for beverage producers, had an onboarding strategy that was too time-intensive—each for his or her implementation managers and their prospects, whose demanding schedules usually depart little time for onboarding duties.
“Our prospects usually don’t have sufficient time of their day to do their very own jobs, not to mention study a brand new system,” says Dustin Jeffers, Ollie’s VP of brewery product and expertise. “We would have liked to take a extra hands-on strategy.”
The Ollie group reimagined the method, utilizing ChurnZero to construction and systemize their onboarding and hold prospects on observe. The important thing components of the initiative embrace:
ChurnZero journeys for onboarding permit the group to observe buyer’s progress step-by-step and see the place they’re almost definitely to stall, enabling well timed interventions.
Automated reminders and assets powered by performs. By sending assets robotically, the Ollie group can affect prospects to remain on observe with out rising their implementation managers’ workload.
Knowledge-driven enhancements: the Ollie group used ChurnZero to determine patterns and key roadblocks of their onboarding expertise, and created quick-start guides and coaching movies to handle them particularly.
Fingers-on help: armed with a greater understanding of the place their prospects wrestle, Ollie’s implementation managers optimized their course of with purposeful check-ins on the most crucial moments.
Immediately, this mixture of automation and focused help mannequin has reworked Ollie’s onboarding outcomes, resulting in decrease churn and fewer failure-to-launch points.
“Our prospects are a lot happier too,” says Dustin. “A lot of those that went via the brand new onboarding course of are actually advocates, recommending Ollie to different breweries who need to change ERP techniques.”
2024 Adoption Hero: NinjaCat
NinjaCat’s buyer success group used knowledge and automation to drive product adoption.
NinjaCat’s CS group confronted the problem of maximizing platform adoption and ROI for purchasers who have been underutilizing the digital advertising efficiency administration platform’s options and capabilities.
“We would have liked a structured strategy to observe buyer engagement, assess function adoption, and make sure that purchasers have been totally leveraging their funding,” says Robin Driver, NinjaCat’s vice chairman of buyer success.
For his or her initiative, the group developed the NinjaCat Adoption Scorecard, a framework designed to trace buyer engagement throughout six key areas: knowledge storytelling, platform effectivity, scalability, person information, person map and workflow optimization.
The purpose: to supply CSMs with clear metrics to judge and tailor methods primarily based on particular person buyer wants, finally driving higher adoption and ROI.
The group carried out their scorecard with the next ChurnZero options to streamline and scale their course of:
A ChurnZero play to robotically tag buyer contacts with at the least one certification in NinjaCat’s LMS—enabling the group to evaluate a buyer’s degree of experience objectively.
A customized desk to trace adoption scorecards with detailed fields.
A customized desk of Success Plans, enabling alignment on key aims.
A customized dashboard for adoption scorecards, shared throughout NinjaCat’s management and CSM groups for a unified view of adoption metrics.
Account Insights for particular person adoption monitoring.
Account Insights for Success Plan communication to maintain prospects knowledgeable and engaged.
The adoption monitoring and scorecard course of empowered NinjaCat to proactively help its prospects’ success, align on objectives, and foster lasting partnerships. It additionally allowed them to uncover and shut enlargement alternatives.
“Internally, our CSMs felt extra empowered and assured utilizing ChurnZero’s instruments to observe buyer engagement and tailor methods successfully,” says Robin. “In the meantime, shopper suggestions was overwhelmingly optimistic: our purchasers appreciated the hands-on help and clear pathway to maximizing their ROI.”
Congratulations additionally to Untappd, a Subsequent Glass firm, 2024’s runner-up within the Adoption Hero class.
Income Hero: Protenus
Protenus used ChurnZero to streamline and unite their retention and enlargement workflows.
With CSMs working from spreadsheets, account groups utilizing 5 totally different techniques, a scarcity of repeatable playbooks, and a reactive strategy to buyer well being monitoring, it was time for main healthcare compliance analytics platform Protenus to scale and operationalize its buyer success operate.
To develop a best-in-class digital CS program and tech stack, they selected ChurnZero as their platform and associate, and the game-changing initiative started.
“We partnered with knowledge homeowners throughout Protenus to combine ChurnZero with Salesforce, GSuite/GCal, Slack, Zendesk, Pendo/Pendo NPS, and Skilljar,” says Christa White, vice-president of buyer success at Protenus. “We additionally concerned ‘CX Champions’ from every division who took admin coaching, constructed our preliminary group configurations, participated in socializing forward of launch, and inspired adoption after launch.”
Two years later, Christa’s group is driving outstanding outcomes with workflows that embrace:
Customized dashboards that centralize account exercise, duties, and buyer notes, offering full visibility for every CSM, in addition to CSM portfolio particulars for group leads.
Proactive alerts that flag potential dangers, corresponding to low engagement or poor well being scores, enabling the group to intervene earlier than points escalated.
Playbooks for strategic outreach together with automated coaching engagements and government sponsor outreach.
“ChurnScore V2”: a refined well being scoring mannequin that comes with further ChurnZero datapoints to supply a extra correct image of buyer well being.
Repeatable engagement templates for buyer outreach, enabling constant {and professional} communication throughout all accounts.
“We closed out Q3 2024 with a 10-point NRR enhance year-over-year, and a gross emblem retention enhance to 98%,” says Christa. “We additionally expanded our ARR by virtually 25% with no need so as to add any CSM headcount.”
“In the meantime, our CSMs really feel extra empowered to determine and intervene at buyer well being “disaster factors”, have extra environment friendly protection of accounts when group members are on PTO, and have extra time to work on tasks that make our entire group function extra strategically.”
Congratulations additionally to Smokeball, our runner-up in 2024’s Income Hero class.
Advocacy Hero: ClearGov
ClearGov used ChurnZero’s segmentation and surveys to domesticate their superb model advocates.
The shopper success group at ClearGov, the main planning and budgeting options supplier for native governments and colleges, wanted a quicker, simpler technique to collect buyer insights and suggestions on the corporate’s product roadmap.
“Our product and CS groups discovered it time-consuming going forwards and backwards to manually determine key accounts and contacts, collect insights, and arrange Zoom calls,” says Lena Nations, ClearGov’s CS operations supervisor.
“Our resolution was to ascertain the ‘ClearChampions Consumer Group’, utilizing ChurnZero surveys, to interact a few of our most valued purchasers for his or her suggestions.”
ClearGov’s initiative included:
Focused buyer choice: Utilizing ChurnZero’s segmentation, ClearGov recognized purchasers with optimistic sentiment who had accomplished at the least one full funds cycle.
“We totally leaned into the info obtainable via ChurnZero to make sure that we focused solely prospects who have been , and prepared to participate,” says Lena.
Automated surveys: ClearGov utilized ChurnZero surveys to those segmented prospects, streamlining suggestions assortment and producing a 30% response fee.
Centralized knowledge: Survey responses have been robotically related to buyer accounts in ChurnZero, making a complete and searchable repository of insights.
Cross-functional collaboration: The ClearChampions knowledge was shared between ClearGov’s shopper success, gross sales and advertising groups.
The outcomes included 100 survey responses and 30 one-on-one name connections with ClearGov’s CEO for additional dialogue, in addition to additional cross-departmental initiatives together with a Season of Thanks vacation advertising marketing campaign that includes advocates from the ClearChampions group.
Innovation Hero: HelpSeeker Applied sciences
HelpSeeker Applied sciences streamlined their person request monitoring with ChurnZero automation and integrations.
“Our buyer success group confronted a singular problem in managing month-to-month requests for our product, the place every person has an allotted variety of submissions,” says Nicole Croft, supervisor of buyer success and techniques mapping at HealthSeeker Applied sciences, a supplier of data-driven digital options for driving optimistic social change.
“We would have liked a self-service system for customers to submit requests, the place these requests can be logged in our mission administration system and mirrored in ChurnZero robotically.”
The HelpSeeker group designed an modern, automated workflow in ChurnZero and built-in it with HubSpot and their Agile mission administration software program. Their resolution contains:
Automated person reminders to inform customers at key intervals: an preliminary reminder, a mid-month immediate, and a closing nudge for many who haven’t submitted requests by the tip of the month.
ChurnZero alerts to inform the group when customers exceed their month-to-month submission restrict, enabling proactive outreach and a seamless buyer expertise.
Actual-time knowledge integration with automated syncing of person submissions between HubSpot types, ChurnZero, and HelpSeeker’s Agile mission administration software program. This eliminates guide knowledge entry and gives prospects with visibility into their submission standing.
Suggestions-driven iteration: The group collects person suggestions on the reminder cadence, adjusting it to strike the best stability between encouragement and over-communication.
Cross-departmental insights generated with bi-weekly ChurnZero experiences on buyer suggestions, shared with HelpSeeker’s advertising and gross sales groups to determine alternatives for buyer testimonials.
“Our purchasers recognize the well timed reminders, which foster constant communication and guarantee no subscription holders are neglected,” says Nicole. “We’ve noticed a rise in submissions and a notable enchancment in shopper sentiment with CSAT scores constantly falling throughout the 80-100% vary.”
“Different departments additionally now view buyer success as a mannequin for automating repetitive duties and enhancing shopper interactions,” says Nicole. “We’re serving to to foster a forward-thinking mindset throughout our firm, with a give attention to increasing automation and persevering with to raise shopper success.”
Congratulations additionally to IntelAgree, 2024’s runner-up within the Innovation Hero class.
Congratulations to the winners of 2024’s ChurnHero awards!
To see the ChurnHero Awards winners of earlier years, view our full record of winners right here.
To see extra CS groups making an influence with ChurnZero, go to the ChurnZero buyer testimonials hub.
