ChurnZero

In the conversations I’m having with CEOs and CROs, one pattern is no longer debatable: growth now happens after the sale. This year’s ChurnZero Customer Revenue Leadership study found that most companies now get the majority of their revenue from existing customers, not new logos. 74% of participants report that most of their revenue comes from existing customers, meaning that post-sale execution is a topline priority. That shift changes the operating agenda. Retention, adoption, and expansion are not “post-sale support.” They are the revenue engine. When revenue is customer-led, weak onboarding, loose adoption, and unstructured renewals are no longer operational nuisances — they are revenue leaks. If you don’t have the conviction that your post-sale motion can forecast, protect, and expand revenue on purpose, then that’s the area to work on. If you want help tightening that motion for 2026 planning, that’s exactly what I do at Customer Success Architects. Let’s grow GRR and NRR. https://lnkd.in/gkKjBgSx

For Pavilion’s Rich Gardner, 2025 feels like a tale of two years: volatility and disruption, followed by something like a new normal. Now that the sky hasn’t fallen, what should customer leaders be paying attention to, planning, and doing for 2026? Find out in the 2025 Customer Revenue Leadership Study webinar—now available on demand—with Rich Gardner, Kerry Cunningham (6sense), and You Mon Tsang (ChurnZero). Watch in full at https://lnkd.in/en9iP4ft. #customergrowth #SaaS #NRR #AI #customersuccess

Your customer did everything right. Bought in. Took the training. Launched with momentum. Then—layoffs, team turnover, budget freezes. Nothing they could control. Unlucky is the Churn Monster that feeds on adversity. It doesn’t show up because of failure. It shows up because life happened, and now your customer is stuck in survival mode. The fix? Empathy plus action. Help them restart. Strip the plan down to what matters most. Be flexible where you can. Learn how to help good customers bounce back after a rough patch at https://lnkd.in/dC2AC4es. #customersuccess #ChurnMonsters #fightchurn

Your next great hire might already be on your team. In her latest blog featured on ChurnZero, Melo Associates Founder and CEO Swati Garg shares why internal mobility is a core strategy for driving retention, engagement, and long-term #CustomerSuccess. How to Build a CS #EmployeeMobility Program & Why It Matters Read it here: https://lnkd.in/g7JwTumM This Thursday, Swati will take the conversation into our final Talent Lens: Success Magnified webinar for "The Case for Internal Mobility: A Strategic Lever for Retention, Speed, and Talent ROI". Join us to learn how forward-thinking organizations are redefining talent strategy from within: https://lnkd.in/gMeZzwBY #Leadership #TalentStrategy #ChurnZero

“It really builds that trust factor. Our customers see that we’re listening, that we have people to support them, and that our C-suite will step in to make sure they get what they need.”  When James Brookshire and his CS team at ComplianceQuest discovered ChurnZero AI’s ability to surface “risk words” in customer language, they saw an early warning system that would allow them to intervene early. “For example, Engagement AI flagged that a longtime, strategic customer was expressing subtle signs of frustration," says Jim. "While they continued to pay invoices and provide references, phrases like ‘this is frustrating’ appeared in their support emails. This helped us recognize underlying concerns early and alert our product team to address the issue.”  “Now, we look at the top interaction topics that Engagement AI identifies in each customer account and we let that drive our monthly cadences. If we see product requests as the top topic, we bring someone from product to the next meeting. If the top topic is risk-related, we’ll bring in our chief strategy officer.”  "This has been an eye-opener for us,” says Jim. “We’re embracing AI across the company, and everyone is starting to see how we can leverage this." Read more at https://lnkd.in/eZ-W4VEc. Thank you, Jim, for sharing your success story! #AI #innovation #sentiment #customersuccess #agentic #casestudy

New research shows that customer teams using a purpose-built CSP achieve 100% NRR on average, versus 94% without. Overall, teams using the following platforms reported a statistically significant difference in NRR from those without: 🟣 CSP: NRR at 100%, versus 94% without. 🟣 CRM: NRR at 98.5% versus 90% without. 🟣 LMS: NRR at 99%, versus 95% without. 🟣 Support software: NRR at 99%, versus 93% without. Find out more at https://lnkd.in/esMYfuJH. #NRR #CSP #CRM #LMS #customergrowth #customersuccess with You Mon Tsang

If you loved You Mon Tsang's session at NYC Customer Success Week, then you will not want to miss this webinar next week. The data that ChurnZero has gathered is a benchmark like no other in the CS world! https://lnkd.in/en9iP4ft

REVIEW FRIDAY: “My only regret is that we did not seek out ChurnZero sooner!” “ChurnZero has given us insight we've been missing, and removed our human bias with health scoring that is data-driven versus our gut feeling.” writes this verified reviewer on G2. “We leverage ChurnZero to automate the operational "non-value add" tasks so that our teams can focus on the more strategic areas of growing revenue and expanding our clients' programs." “We also use this to manage our processes rather than having to look up a quick reference guide or help document it. It is all built-in and requires little thought, ensuring key touchpoints and activities are not missed.” “If you add in the recent AI enhancements and agents available, our experience is only going to keep evolving.” Thank you to this week’s reviewer for sharing your feedback—we appreciate you! Find out more about our latest AI enhancements at https://lnkd.in/gpzjZ5yM. #customersuccess #AI #CSP #ReviewFriday #ChurnZero