Goodbye, progress in any respect prices. Hi there, effectivity, profitability, and getting probably the most from the sources you may have. Whereas a rollercoaster 12 months for SaaS, 2023 noticed buyer success groups held the road, set new requirements and greatest practices, and evolve CS right into a self-discipline extra subtle and vital than ever. We’re proud to have performed a supporting position of their success.
“It was a tricky macro 12 months for B2B corporations,” says our CEO and co-founder You Mon Tsang, “however ChurnZero managed milestones like first-to-market product improvements, quite a few awards, trade analyst accolades, and new partnerships throughout panorama. The work now we have achieved has garnered us the best rated CS platform among the many pundits and the folks!”
Right here’s a recap of our product and engineering groups’ biggest hits of 2023 – plus 5 worthwhile webinars to compensate for in your holiday-week downtime and extra 2023 highlights – beginning with this reel of recent options spanning every little thing from AI to stylish automations on your CS ops crew.
Did you miss any of those options as we launched them? Right here’s a fast recap.
ChurnZero’s high characteristic releases of 2023
Buyer Success AI™ is the primary generative AI functionality constructed right into a buyer success platform, and allows you to create e mail drafts, conduct analysis, and get new concepts on demand. CS AI additionally powers Buyer Briefs to provide you complete summaries of any account’s attributes, well being, utilization, engagement, communications and extra—with a single click on.
Launchpad is your in-platform library of playbook and journey templates, constructed to assist your crew construct and scale digital packages with confidence. Created by CS consultants, Launchpad’s customizable templates offer you higher buyer outcomes extra repeatedly, whereas accelerating your crew’s experience with ChurnZero and the very best practices of CS.
Renewal & Forecast Hub permits you to take possession of account progress and recurring income with confidence. Our in-platform forecasting and administration instrument integrates with main CRMs that can assist you and your crew forecast precisely, maximize progress, establish and mitigate churn dangers, and design efficient, collaborative income methods.
We additionally partnered with trade leaders like Greater Logic Vanilla and Soak up LMS that can assist you streamline, unite and increase your workflows and impression throughout digital CS, buyer training, neighborhood administration and extra.
Discover extra of ChurnZero’s modern options and capabilities right here.
Will AI substitute most of your buyer success crew by 2030? This 12 months, ChurnZero put the query to 4 buyer success leaders in an Oxford-style debate at BIG RYG 2023. Watch the talk and see how the viewers voted right here.
ChurnZero’s high buyer success webinars of 2023
Our 2023 buyer success webinar sequence noticed consultants from throughout the SaaS trade be a part of us that can assist you improve your buyer expertise, work extra effectively, and construct extra income. Did you catch these 5 periods? You possibly can view every webinar in full by clicking its title hyperlink.
1: Your buyer champion simply left. Now do that.
An unmanaged key buyer contact change has a 51% likelihood of churn in 12 months, in keeping with analysis by Sturdy—and 65% of accounts with an “government change” will churn inside 12 months.
This is the reason it’s important to ascertain a playbook for champion change, says Ali Cudby. Do it proper and apply it early to mitigate churn threat quicker, and place your self as a useful accomplice to win new champions and earn long-lasting loyalty. Watch Ali’s webinar to discover ways to navigate the vital second of champion change and construct stronger buyer relationships.
2: 2023 SaaS retention benchmarks
“Progress in any respect prices” is yesterday’s information; as SaaS strikes into 2024, traders need worthwhile progress and stable buyer retention methods. However how precisely do you have to be measuring the effectiveness of your retention?
Discover out with SaaS Capital managing director Rob Belcher, and ChurnZero CEO You Mon Tsang, as they dig into 2023’s B2B SaaS retention research to research three buyer retention benchmarks—median NRR segmented by ACV, median GRR segmented by ACV, and median NRR and GRR segmented by ARR—that stood out.
3: Scaling buyer success with digital methods, AI and automation.
This 12 months, as each SaaS enterprise regarded for tactics to chop prices whereas nonetheless rising service ranges and recurring income, digital buyer success went from optionally available to a necessity.
Nevertheless, some leaders stay involved that the digital, automated strategy results in an impersonal, shallow buyer expertise. That’s not the case, says Lynn Tsoflias: it’s totally doable to maintain your buyer expertise the identical, whereas delivering it in a extra environment friendly, scalable approach. Watch Lynn’s webinar to be taught her framework for scaling your operations and outreach with a digital technique that makes probably the most of automation and generative AI.
4: The 5 buyer love languages
As a buyer, there’s nothing higher than working with a CSM who actually will get you: who understands your wants and is aware of what your good enterprise overview appears like. Nevertheless, the trail to attaining that idyllic buyer connection isn’t at all times simple.
The alternative ways by which we talk and outline worth can bitter in any other case nice relationships, says Bob London—however there’s a secret to unlocking higher communication that’s extra method than destiny. Tune into Bob’s webinar to be taught the methods and disruptive questions that’ll aid you uncover your clients’ love languages and luxuriate in extra productive relationships.
5: The management leap: From first time supervisor to assured chief
The job is rarely achieved in buyer success, the place on a regular basis duties are sufficient to emphasize even the best particular person contributors. Add new management tasks to the combination, and work all of the sudden can really feel overwhelming—because it did for first-time supervisor Ryan Johansen.
Ryan discovered himself working 12-hour days, feeling like he wasn’t carrying out a lot, and even having panic assaults. Figuring out that one thing needed to give, he got down to analysis and purchase higher management expertise; a journey that led Ryan to begin a consultancy coaching new managers to make the leap to management. Watch his webinar to be taught the place to seek out the braveness to steer, and the right way to succeed.
Thanks to the 600 buyer success leaders who joined us at one in all 23 RYG Meetup occasions in 17 cities this 12 months! Discover a RYG meetup close to you, or a digital RYG occasion, right here.
A 12 months of buyer success partnership, advocacy, and management
We imagine in supporting, recognizing , and elevating our clients, our companions, and our trade. Listed below are just a few methods by which we did that this 12 months.
2023 CSM Appreciation Week and the CSM Awards
Our second annual celebration of CS professionals and their impression included 2023’s CSM Awards, recognizing distinctive buyer success managers for his or her expertise in renewal communications, re-engagement methods, digital-first considering, use of video, and buyer saves. Congratulations once more to winners Matthew Weaver, Aleksandra Boruk, Yair Bortinger, Ellen Timmers, and Addie Batson.
2023 ChurnHero Awards for buyer success
For the fourth 12 months working, 5 spectacular buyer success groups took to the rostrum for 2023’s ChurnHero Awards, a recognition of exceptional outcomes achieved with their ChurnZero software program. Congratulations once more to the CS groups at Smokeball, Demandbase, TruVideo, Cority, and AppFollow for his or her relentless pursuit of buyer worth and outcomes for his or her corporations!
2023 Buyer Success Management Research
Our flagship analysis challenge and the definitive report on the CS trade, the Buyer Success Management Research entered its fourth 12 months with greater than 1,200 members. With our analysis companions ESG, SaaStr and HubSpot, we captured new insights on CS budgets, crew sizes, tech stack, AI utilization, decision-making, renewal and enlargement possession, compensation, measurement, and collaboration. See the highlights and obtain your personal copy right here.
And eventually… how ChurnZero grew to become the most-loved buyer success software program of 2023
“A game-changer for managing clients at scale,” stated one buyer success chief. See greater than 1,000 five-star evaluations from ChurnZero clients on G2.
We’re grateful to each ChurnZero buyer who left a overview this 12 months with G2, who named us the class chief in buyer success software program, and top-rated for person satisfaction. Thanks additionally to each buyer who reviewed us on TrustRadius, the place we earned 2023 TrustRadius Finest Of awards for characteristic set, buyer relationships, and worth for worth.
In the meantime, the Software program & Data Trade Affiliation acknowledged us with the 2023 CODiE Award for greatest buyer success administration resolution, and we scored the best within the present providing class in The Forrester Wave™: Buyer Success Platforms, This fall 2023, an impartial evaluation of the highest CS distributors available in the market.
