ChurnZero

SEPTEMBER 7, 2023

If you were your own customer, would you want to sit through your quarterly business review (QBR)? The QBR has become an industry staple—and polarizing topic—in customer success. And while there isn’t one right way to lead a QBR, there are certainly plenty of wrong ways to go about it.

Accountability 52

Accountability Upselling Scripts Personalization 52

CSM Practice

SEPTEMBER 25, 2019

With it, customers can either choose to retain your services as a business or simply churn and choose another. Clients choose to partner with businesses that are most likely to help them achieve their desired business outcomes. A good CSM will then ensure that those business outcomes are delivered as requested.

Accountability 65

Accountability Benchmark SaaS Surveys 65

Squelch

JUNE 18, 2019

With it, customers can either choose to retain your services as a business or simply churn and choose another. Clients choose to partner with businesses that are most likely to help them achieve their desired business outcomes. A good CSM will then ensure that those business outcomes are delivered as requested.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

SmartKarrot

OCTOBER 10, 2023

In today’s competitive business landscape, retaining key accounts is crucial. Streamlining Quarterly Business Reviews (QBRs) with key accounts through a playbook approach not only strengthens client relationships but also fosters customer success. What are QBRs? But doing QBR right can be tricky.

Accountability 10

Accountability Feedback Metrics Coaching 10

ChurnZero

FEBRUARY 28, 2020

Q: What journey mapping resources and tools do you recommend? Go out there and feel out what aligns best with your business. I would just say to make sure that you can capture both those different lanes of what you’re doing internally at your company and what those actions are with the customer experience layer on top of it.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

CSM Practice

MARCH 13, 2020

To demonstrate value, you must meet customer needs, which requires understanding their expected business outcomes. Identify these outcomes and pain points early during onboarding and track your impact over time. If the results are not satisfactory or outcomes are not being met, identify the problem and update your strategy.

SaaS 82

SaaS Best practices Enterprise Accountability 82

ChurnZero

MARCH 27, 2020

Their primary use is during onboarding to teach new users how to navigate the features that are most relevant to achieving their business goals This is important since we know that your churn rate is deeply connected to the quality of the onboarding journey your users go through. Add animation. For example, try “Got it.” Keep going!”

Education 52

Education Upselling Personalization Finance 52