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How Customer Success is Rising from Response to Recovery: Usage Insights from ChurnZero

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

With Customer Success teams beginning to transition from response to recovery and adapt to their “new normal,” we wanted to share some basic benchmarks showing how ChurnZero customers have reacted to the COVID-19 crisis.

The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero. The percentage variances are based on the year-to-date period prior to March 8, 2020.

Continue reading on the blog to see how your organization measures up against our benchmarks during this time.

Encourage Adoption

Encouraging feature adoption isn't always easy. Customers who aren't using important features are unlikely to derive all of your product's value. Before you start chasing customers (and hoping they heed your advice), consider these four tactics to guide your customers towards adoption.

Churnopedia SaaS Metrics

To advance as a CS professional, not only do you need to be well-versed in measuring customer health, but also the health of subscription businesses. Download this essential resource to learn the SaaS definitions, metrics, and formulas that every CS professional needs to know.

Sales and Marketing teams have been using data strategies to power the sales funnel for quite some time now with great success. But why should these same data-driven strategies stop once a prospect becomes a customer? Join this webinar to learn how Customer Success organizations can up their data game to create a more connected customer experience to drive better outcomes and retention.

Customer Success Around the Web

Sales Won’t Save You This Time Around– Learn how to maximize your profits, tune your operations, and boost your customers in your quest to survive this recession.
Customer Success and Revenue– Check out why CS should step up and embrace revenue numbers.
How To Forecast Revenue During Uncertain Times– Forecasting revenue can be difficult at the best of times. See how to go about it now.

Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.