The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero clients who champion Buyer Success with outstanding outcomes, have been introduced!
For the third yr operating, we requested CS groups who’ve challenged the established order with progressive, significant, and customer-centric approaches to enter the ChurnHero Awards and inform us all about it.
This yr’s awards characteristic 5 classes representing elementary enterprise aim of CS groups: onboarding, adoption, renewals and growth, buyer advocacy, and innovation. The entries we obtained have been excellent, exemplifying the ability of CS as a revenue-driving progress engine for SaaS and subscription companies, and the potential of Buyer Success software program to gas standout outcomes.
Our judges—a panel drawn from ChurnZero’s CX group and led by our CCO, Alli Tiscornia—have been exhausting at work since entries closed on November 28. In the present day, we’re proud and delighted to acknowledge the next Buyer Success groups as 2022 ChurnHeroes.
Onboarding Hero: ClearGov
Remodeling onboarding processes into efficient, value-based workflows.
ClearGov, a finances and efficiency administration software program firm serving native governments, outgrew its onboarding course of after doubling its shoppers for 2 years operating whereas additionally doubling its product providing.
“Our shoppers have an outlined finances cycle and timeframe through which they use our merchandise,” says Laurie Fox, director of consumer success at ClearGov. “If onboarding wasn’t accomplished in time for them to successfully use the merchandise for the present finances cycle, it led to dissatisfaction. We have been additionally listening to from some shoppers that they wished extra steering all through onboarding, in addition to extra coaching.”
The corporate created a brand new group of implementation managers and overhauled its onboarding journey with ChurnZero. The group now makes use of milestones and duties to maintain them on observe, with customized performs to determine and have interaction clients who get caught. In consequence, ClearGov has diminished common onboarding time by 26%—with a 100% buyer satisfaction score captured by way of post-onboarding ChurnZero CSAT surveys.
“Not solely are shoppers getting by way of onboarding faster, they’re additionally reaching success with our merchandise at a a lot sooner charge,” says Laurie. “This has led to a rise in cross-sells in addition to consumer advocacy which for ClearGov contains references, participation in webinars and occasions, and case research.”
Adoption Hero: Cision
Rising product adoption and buyer ROI with considerate approaches.
Cision, a complete communications platform enabling greater than 100,000 public relations and advertising professionals world wide to know, affect and amplify their tales, wanted to extend product adoption but struggled with restricted visibility into how their clients have been utilizing their merchandise.
“Our groups all the time had the power to extract high-level adoption metrics for one-to-one buyer engagements.” says Lukas Alexander, Senior Director of Buyer Success & Operations at Cision. “Nonetheless, we would have liked extra insights and automation to ship worth to inactive customers in a one-to-many strategy as effectively.”
The group labored to achieve a greater image of shoppers’ habits by way of superior adoption measurement utilizing extra strong buyer segmentation and inner interviews, and with this intelligence, engaged clients with e mail campaigns in an automatic play they referred to as “Success Suggestions,” sharing best-practice and proposals to ship most worth to their clients.
Cision’s open-rate on these emails elevated from 31% to 39%, whereas total subscribers elevated by 40%. Many recipients discovered the emails so useful that they requested to enroll their whole groups and setup follow-up conferences. Internally, Cision’s groups report that the info generated permits them to higher perceive clients’ aims, enabling them to work extra proactively, and finally helps their clients obtain their desired PR and communications outcomes.
Renewal/Enlargement Hero: Skykit
Boosting account renewals and expansions utilizing information and automation.
Skykit, a complete office expertise options firm, knew {that a} phase of acquired clients, representing important recurring income, have been experiencing poor billing and activation service as they labored by way of the complexities of a brand new third social gathering, but struggled to determine them on an account-by-account foundation.
The group used ChurnZero to determine these at-risk clients by way of NPS surveys, license utilization, assist tickets and billing kind, then engaged them by way of a follow-up playbook.
“By means of this, we recognized the detractors and passives, and uncovered that we might lose them at renewal,” says Lolly Taylor, EVP of Buyer Success at Skykit. “Our group stepped up and never solely turned these detractors and passives round, however uncovered growth alternatives. In the present day, this buyer phase’s NRR is at 124%.
“Our govt group has been extraordinarily happy with the outcomes, permitting us to additional outline swim lanes between gross sales and success with the success group proudly owning all income growth and renewals, says Lolly. “A member of our group has been the corporate’s high income driver for 2 quarters this yr. We’ve made believers out of executives, product, gross sales and advertising!”
Advocacy Hero: Cority
Cultivating buyer advocates and model evangelists to drive progress.
Cority, an enterprise EHS and ESG software program supplier, was struggling to trace buyer satisfaction and suggestions with a single, standalone NPS marketing campaign per yr.
“Our NPS campaigns offered restricted suggestions from clients and restricted alternatives to see if our efforts to hearken to their suggestions impacted their expertise in a constructive method,” says Simona Barcau, vice chairman of Buyer Success at Cority. “It was very difficult to trace developments in buyer satisfaction, and all information was stored in separate excel sheets that weren’t out there in any system of report.”
The Cority group started utilizing ChurnZero to launch evergreen NPS campaigns mechanically each time a buyer accomplished a specified milestone or manually through CSM entry. To spice up engagement, they added a non-profit gifting incentive, with clients ready to decide on a non-profit group to which to donate—a gesture that made a big affect.
“Our efforts resulted in our NPS enhancing by 27 factors in comparison with 2021, and by two factors in comparison with the goal we set for 2022,” says Simona. “Survey responses thus far are 166% of the goal for the yr and over 4 instances higher than the final 10 years’ common. On high of this, our give-back marketing campaign empowered our clients to donate and clear the ocean, plant timber, and cut back our carbon footprint.”
Innovation Hero: Boulevard
Utilizing ChurnZero’s platform creatively to higher assist clients.
Boulevard, a scheduling, administration and consumer expertise platform for appointment-based self-care companies, wanted to enhance buyer engagement, inner communication and suggestions loops, whereas additionally scaling its CS group intelligently to cowl extra accounts.
The Boulevard group partnered with ChurnZero to automate and combine their workflows and initiatives. To spice up buyer engagement, they built-in ChurnZero with their native tooling and different third-party apps to create quite a few “shock and delight” moments for his or her clients. For suggestions loops, they used the webhook step inside their survey performs (NPS and CSAT) to deliver real-time buyer suggestions from clients to their product and management groups by way of Slack.
“A course of that after required a number of steps is now totally automated and permits our CS leaders to trace and maintain accountable CSM actions,” says Will Patterson, supervisor of buyer expertise operations at Boulevard. “With the assistance of ChurnZero, we’ve been in a position to seamlessly transition buyer engagement from a reactive course of to a proactive course of by way of which we’ve got clear visibility into the general well being of our accounts.”
“It’s additionally enabled us to seamlessly scale such that our CSM group can now cowl our whole portfolio of accounts,” says Will. “This in flip instantly – and positively! – impacts issues like common buyer income, common order worth, and no-show charge.”
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