View in browser

Q&A: How Your Organization Can Achieve a Customer-First Transformation

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application.

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

During the webinar, Abby and Robin shared their firsthand experience on building customer-first organizations from the ground up as well as covering:

How to structure your teams to better serve the customer
What processes should be put in place to drive customer engagement and adoption
What data can be leveraged to get a 360-degree view of your customer
How to understand if your organization is successful in your customer first efforts

If you missed the webinar, you can watch it on demand.

Continue reading on the blog to get answers to questions on how to truly put the customer first.

Dear Abby Hammer,

A few of my CSMs are facing customers who have stopped responding to calls or emails. Between our customers working from home and the start of summer, it is hard to tell if non-responsiveness should be a cause for concern. How can my team re-engage these customers? Can ChurnZero identify which “silent accounts” need extra attention?

ChurnZero Product Update

We have made some exciting updates to make WalkThroughs even more effective for ChurnZero users. The latest version of WalkThroughs includes new global style guides and permissions, additional styling functionality, an enhanced editor and a new look for the DevLess panel. Read on to learn more about these enhancements.

CZ_Resource_Webinar_1200x627 July Robbie A

Join us for a webinar with Robbie Kellman Baxter, the leading subscription and membership business model expert and author the brand new book, THE FOREVER TRANSACTION. She will share how subscription pricing is just the beginning of building “Forever Transactions” with every subscriber and what you can do as Customer Success professionals to maximize customer lifetime value.

Register to reserve your spot today and to be entered for a chance to win your very own copy of THE FOREVER TRANSACTION. We will be giving away books to 20 random webinar attendees.

Customer Success Around the Web

How to Measure Customer Satisfaction in 8 Simple Steps– Learn how to track customer satisfaction and what to do with that data.
Rearchitecting Customer Success with VirtualCSM Model– Understand how has CSM effectiveness been impacted in a all virtual world.
Customer Success is a Team Sport– Learn how and why to partner with other departments as often as you can – success is a team sport after all!

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