You Mon Tsang’s Post

🤫 What the Category Creator in the #CustomerSuccess Industry doesn't want you to know 🤫 🚀 ChurnZero ranked highest in the current offering category in Forrester's #CustomerSuccess platform assessment. 🚀 Forrester’s independent assessment of the top vendors in the market gives ChurnZero the top score in the current offering category and a Strong Performer designation based on criteria including engagement across the customer lifecycle, process and workflow, insights and reporting, data and technology, and support and guidance.

🚀 How We Helped a Market Leader Retain 80% of At-Risk Customers 💼✨ In today's hyper-competitive landscape, retaining existing customers is just as critical as winning new ones! 📊 One of our clients, a market leader, was facing a tough challenge: losing key portfolio customers to competitors. Their internal processes had become too corporate-focused, leaving their customer experience disjointed and reactive. Sound familiar? The Challenge: While expanding rapidly, they lost sight of customer-centricity, causing confusion between departments and delayed responses to customer needs. Our Approach: We knew they needed a clearer picture of their customer journey. Our team dug deep into their data—everything from survey scores to work orders, contracts, and even pricing histories. 📈 Our data engineers and analysts identified customers at risk (High, Medium, Low) using machine learning models. The Result? ➡️ An impressive 80% retention rate, especially among large and medium business customers! 🎉 By identifying and addressing concerns early on, the leadership team mobilized sales, customer support, and operations to reduce churn. Next Steps: We’re now integrating business applications with ML-powered APIs to monitor customer health in real time—proactively preventing churn before it even happens! 💡 A solid customer retention strategy isn’t just a nice-to-have—it’s a game-changer for long-term growth. 💪 What’s your approach to retaining at-risk customers? Let’s chat! 👇 #CustomerRetention #DataScience #CustomerSuccess #MachineLearning #Leadership #BusinessGrowth

Sharing our free resource listing 30 Key Churn signals ! -> Link in comments 😁 ... It's come from over 200 research interviews and numerous trials and implementations with our customers. Plus a combined 20 years experience in the industry. Hugh Hopkins and I are building 42 using design principles that aim to make enterprise grade scoring, prediction and automation available to any size CS or AM Team. Especially those currently with a high rep/account ratio. We do this to: 🔵 Make customer data available to every team in real-time, free from from blockers like individual licenses or ops backlogs. 🔵 Go more granular on scoring and prediction than ever before. 🔵 Enable unlimited automation so customers can set up highly productive and lucrative workflows specific to GTM 🔵 Avoid new interfaces, customers want to make the most of the tech their teams are already invested in. 🔵 Go against the expensive all in one consolidation play. Many customers want to keep their best-in-class point solutions. Any churn signals you would add? 🙏

In God We Trust… ALL Others Bring DATA! Are you a Customer Success Manager relying on intuition? Gut feelings? That’s a recipe for churn. The truth is, data doesn’t lie. If you’re not leveraging precise metrics and predictive analytics to guide your strategies, you’re flying blind. Every client interaction, every usage pattern, every small signal matters. Imagine being able to pinpoint the exact moment a client might churn and take proactive steps to retain them. That’s not a pipe dream—that’s data-driven customer success. The future belongs to those who see beyond the obvious. Are you ready to let data illuminate the path to unprecedented client retention? Let’s transform our gut feelings into gut-checks with real data. Bring your A(assassin)-game and let’s revolutionize how we tackle churn. #CustomerSuccess #SaaS #DataDriven #RetentionStrategy #ChurnAssassin #b2b

I really love this topic: using predictive analytics to identify customer churn BEFORE it happens and in time to change the outcome. So many companies miss the boat on this one. When I see it, it’s like stabbing me in the eye with a fork. Sorry to be graphic but it is so painful watching revenue being lit on fire with gasoline. A simple blended data set of controllable factors can create the controllable churn profile: 1. Customer Feedback 2. Contract Performance (unique and trending) 3. Product Performance 4. Product Engagement 5. Customer Engagement 6. Sales Person Activities 7. STLY with point-in-time mapping (esp important for events) Imagine if you could improve retention by 5 points - what would that do for your revenue if everything else stayed the same? Just this one improvement could change the P&L and make your board, investors and shareholders very happy. #happyinvestors #dataanalytics #revenuegrowth

Maximizing revenue requires a proactive approach to tackling customer churn – and the first step is to know which clients are at risk. Harvard Business Review calculates the impact of a 5% increase in customer retention can lead to a 25% to 95% increase in profits. The case for retention as a revenue maximizer is clear. Understanding which of your clients are at risk of churn isn’t always so clear. Data analytics can provide valuable insights into customer behavior and help identify those customers. You need to pull together data from multiple data streams to gain insight into: · Program performance · Contract performance · Client insights and engagement · Customer behaviors · Sales team behaviors Analyzing data on these metrics can unmask churn potential – giving you an opportunity to prevent it. Utilizing data analytics to identify at-risk customers, measuring and tracking customer retention metrics, analyzing customer behaviors and patterns, and leveraging data to predict and prevent churn are all key strategies that can help your business maximize revenue by improving customer retention. By implementing these strategies and proactively addressing churn risks, your business can ensure long-term success and profitability. Need more data-driven customer churn prevention strategies? Follow H2K Labs: Your journey to a more profitable future begins here. Ready to go deep into predictive analytics? Get the definitive playbook - Using Predictive Analytics to Manage Revenue Risk and Capture Opportunity - today, and see your revenue grow! Get it here: https://hubs.li/Q02tZ_m50 Heather Holst-Knudsen #H2KLabs #revenuegrowth #revops #growth #customerchurn

It's crucial to know in real-time 👀 how well you are meeting customer expectations and fulfilling contractual obligations. Knowing past and present results isn't sufficient.📊 📉📈 #customerchurn #revenuegrowth #realtimedata #data #H2KLabs

🚀 𝐄𝐯𝐨𝐥𝐯𝐢𝐧𝐠 𝐌𝐞𝐭𝐫𝐢𝐜𝐬 𝐢𝐧 𝐒𝐚𝐚𝐒: 𝐀 𝐂𝐥𝐨𝐬𝐞𝐫 𝐋𝐨𝐨𝐤 𝐚𝐭 𝐋𝐓𝐕/𝐂𝐀𝐂 𝐚𝐧𝐝 𝐈𝐭𝐬 𝐀𝐥𝐭𝐞𝐫𝐧𝐚𝐭𝐢𝐯𝐞𝐬 In the SaaS industry, understanding the right metrics is crucial for sustainable growth. While the LTV (Lifetime Value) to CAC (Customer Acquisition Cost) ratio has been a staple metric, it's time to reevaluate its effectiveness: 𝘓𝘛𝘝/𝘊𝘈𝘊 - 𝘛𝘩𝘦 𝘗𝘰𝘱𝘶𝘭𝘢𝘳 𝘠𝘦𝘵 𝘗𝘳𝘰𝘣𝘭𝘦𝘮𝘢𝘵𝘪𝘤 𝘔𝘦𝘵𝘳𝘪𝘤: Often likened to the band Nickelback for its popularity despite questionable value, LTV/CAC can be misleading due to its compound nature and theoretical assumptions. 𝘊𝘰𝘮𝘱𝘭𝘦𝘹 𝘊𝘢𝘭𝘤𝘶𝘭𝘢𝘵𝘪𝘰𝘯𝘴, 𝘓𝘪𝘮𝘪𝘵𝘦𝘥 𝘐𝘯𝘴𝘪𝘨𝘩𝘵: This metric, while offering a broad view of customer value vs acquisition cost, falls short in providing actionable insights due to its complexity and generalized approach. 𝘙𝘦𝘵𝘩𝘪𝘯𝘬𝘪𝘯𝘨 𝘔𝘦𝘵𝘳𝘪𝘤𝘴 - 𝘌𝘮𝘣𝘳𝘢𝘤𝘪𝘯𝘨 𝘈𝘭𝘵𝘦𝘳𝘯𝘢𝘵𝘪𝘷𝘦𝘴: Shift focus to metrics like the CAC Payback Period, which measures the time taken to recoup acquisition costs, and Net Dollar Retention, focusing on customer expansion and retention. These provide a clearer picture of financial health and customer loyalty. 📌 Conclusion: In our pursuit of growth, we must align our metrics with our specific business needs. By moving beyond LTV/CAC and embracing more nuanced metrics, we can drive more informed, strategic decisions in the SaaS landscape. For a deeper understanding, do read the insightful article by CJ Gustafson here: https://lnkd.in/deEKKD8i #SaaSMetrics #MetricEvolution #BusinessGrowth #CustomerAcquisition #FinancialHealth #SaaSInsights #CACPayback #NetDollarRetention #StrategicMetrics #DataDrivenDecisions

🎺 Sound the trumpets and sing it from the rooftops: CSG was named a Leader in The Forrester Wave for #JourneyOrchestration! We are particularly proud to have received the highest scores possible in 16 of 30 criteria. Learn more about this recognition and how we help our customers turn insight into action in the #CustomerExperience ⬇️