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.