ChurnZero
Top-rated, most-loved customer success software
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Latest posts
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Sales teams outpace CS on AI adoption and measurement.
Sales teams lead ahead of CS when it comes to using AI and quantifying its performance. CS leaders are under pressure to adopt AI, and they can use sales as a blueprint for AI implementations that deliver measurable, impactful results. The post Sales teams outpace CS on AI…
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The AI paradox: CS teams are saving time but NRR isn’t budging.
Most CS teams now offload admin work to AI, but the time saved isn’t translating to better NRR. To drive growth, teams need to measure time saved, devote more time to growth activities, and gradually build AI trust. The post The AI paradox: CS teams are saving time but NRR isn’t…
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How to advance your CS team’s AI maturity (and why it could improve your NRR)
NRR remained flat for SaaS companies in recent years but mature AI teams are performing at a higher level. Here is what the 2026 Customer Success Leadership Study reveals about AI and NRR correlation, and how to develop your CS team’s AI maturity. The post How to advance your CS…
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Playing to win in CS: How leaders can align revenue ownership and use AI to empower CSMs.
When planning for 2027, CS leaders must define whether CS teams own retention, expansion, or both. In addition, leaders should already be exploring how to integrate AI for task automation and enable CSMs to focus on more valuable tasks. The post Playing to win in CS: How leaders…
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The AI blind spot: How customer success teams can start measuring AI impact
CS teams are using AI for administrative tasks, but most lack the ability to track performance or tie it to revenue outcomes. Start measuring AI impact to learn how it affects your team and identify the best areas for AI investment. The post The AI blind spot: How customer…
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Playing to Win In CS: Making the right calls on AI and CRMs vs. CSPs.
Executive leadership and CS team members are pressuring CS leaders to integrate AI into their operations. Two crucial decisions to make are whether to build custom AI solutions or buy out-of-the-box tools, and whether to manage CS within a CRM or invest in a dedicated CSP. The…
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How to avoid the biggest AI mistake that CS teams make (and what you can do instead).
When CS teams evaluate AI, they often think they need to automate their entire operation, which actually puts customer relationships at risk. Instead, teams should gradually have AI take over time-consuming administrative tasks and use signal-based AI agents to flag risks and…
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A roadmap to coaching your CSM team to success (Part 3 of 3).
A coaching culture builds in stages. Start with habits in the first 30-60 days, turning customer situations into coaching moments and recognizing judgment as well as results. The post A roadmap to coaching your CSM team to success (Part 3 of 3). appeared first on ChurnZero .
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Decision boundaries: Creating guardrails that help CSMs improve customer experience.
Define guardrails across four areas: goodwill gestures, cross-functional involvement, leadership input and commercial decisions, and your team will be stronger. The post Decision boundaries: Creating guardrails that help CSMs improve customer experience. appeared first on…
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ChurnZero Product Release Notes: August 2026
What's new with the ChurnZero Platform: August 2026 The post ChurnZero Product Release Notes: August 2026 appeared first on ChurnZero .
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The Fourth Quarter: In customer success, championships are won in the details.
Championships are won in the details. See how ChurnZero helps customer success teams close out the game of inches with in-app content, a flexible playbook, and week-in, week-out consistency. The post The Fourth Quarter: In customer success, championships are won in the details.…
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What it takes to make AI agents work for your customer success team.
More agent autonomy can give your customer success team time back, or it can add noise. ChurnZero founder YouMon Tsang walks through the five conditions that decide which one you get. The post What it takes to make AI agents work for your customer success team. appeared first on…
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Preventing churn without growing revenue is playing not to lose.
SaaS companies face pressure to accelerate customer onboarding, but it’s important to balance automation with a personalized experience. Keeping AI behind the scenes and automating strategically helps teams work more efficiently while delivering value to the customer. The post…
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How to automate onboarding without sacrificing the customer experience.
SaaS companies face pressure to accelerate customer onboarding, but it’s important to balance automation with a personalized experience. Keeping AI behind the scenes and automating strategically helps teams work more efficiently while delivering value to the customer. The post…
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What to measure in your first 90 days as a CS leader.
NRR and GRR run on the renewal cycle, so you won't see your first 90 days in them. Here are four leading indicators you can move sooner: time to first value, product adoption, execution velocity and movement in renewal risk. The post What to measure in your first 90 days as a CS…
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Redefining customer health.
Your customers can log in every day and still fail to get what they bought. Score them across five dimensions instead: adoption, business outcomes, relationships, sentiment and support health. The post Redefining customer health. appeared first on ChurnZero .
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Five revenue terms your CS and sales teams should define together.
Customer success and sales lose expansion revenue when they define the same moments differently, and writing down five shared terms gives both teams one language for who owns what and when to act. The post Five revenue terms your CS and sales teams should define together.…
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The Second Quarter: Playing to Win
With football season here, we're looking at how customer success can prepare for their own season — one quarter at a time. The post The Second Quarter: Playing to Win appeared first on ChurnZero .
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Playing to win: In football and customer success.
With football season here, we're looking at how customer success leaders can prepare for their own season — one quarter at a time. The old adage says “you play to win the game.” Using AI not built for customer success isn't playing to win. It's starting the game already behind.…
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The best customer success leaders create more problem solvers.
Managers promoted for being exceptional CSMs often keep solving the problems themselves. Learn how to empower your team to make decisions and measure your value by what your team handles without you. The post The best customer success leaders create more problem solvers.…