ChurnZero

What My Mom and I Share in Business... At the beginning of the dot-com boom, I lived in the SOMA neighborhood in San Francisco, where all the digital excitement was happening. A changing but still light-industrial neighborhood, SOMA was abuzz on the coming Internet boom. One building in particular, on the corner of 3rd and Brannan, was quickly being converted into cool dot-com offices. The especially cool WIRED magazine occupied one of its floors. I remember visiting a friend who worked in that building. As I climbed the stairs to the upper stories, I saw wide open floorplans full of young people busily working. On some floors, those young people were dot-com workers hunched over their keyboards. On others, they were (generally) Asian women hunched over their sewing machines in the garment factory. It occurred to me that to someone beamed in from a different time, my mom (a garment worker) and I (a software worker) would look to be doing the same work. If you look at the two photos below of ChurnZero’s first office, and my mother’s workspace at the garment factory, maybe we were doing similar things. By the end of my mom’s career, the NYC garment factories were slowly going out of business, due to the following pressures: - Global supply chain: The maturity of the global supply chain gave cheaper labor markets overseas, particularly in Asia, another leg up on NYC. - Rising costs: The cost of doing business in NYC, including rent, wages, and regulations, became too high for many garment factories to stay competitive. - Automation: Advances in technology and automation reduced the need for large-scale manual labor, further diminishing the demand for traditional garment workers. These changes happen, as they say, gradually, then suddenly. What might be the equivalent for the SaaS and overall software industry? AI, automation, change in work practices, or something else? And what lessons from the the NYC garment industry do we apply to our own? When I think about ChurnZero and SaaS in the coming years, the expectation of changes and threats is always top of mind. It drives how we operate and what we make for our customers. When I think I am facing off against all-new circumstances, it is good to be reminded of Mark Twain’s quote: “History Doesn’t Repeat Itself, but It Often Rhymes.” -------- Note that this post is inspired by my nephew and my sister, who both carry my parents’ legacy with their writing and work. - My nephew Christoph Grosse published a great piece about seeing my mom’s life journey through her Singer sewing machine. Read that here: https://lnkd.in/egfHBW3a - My sister Sui Ling worked with the Museum of Chinese in America to tell the story of the garment worker. Read about that here: https://lnkd.in/efAnZiy4

Via PR Newswire: ChurnZero recognizes five outstanding CS teams in the fifth annual ChurnHero Awards. Congratulations ClearGov, HelpSeeker Technologies, NinjaCat, Ollie (Next Glass) and Protenus! 2024's ChurnHero Awards celebrate customer success teams who drive remarkable results in five categories—onboarding, adoption, revenue-building renewals and expansion, advocacy, and digital CS innovation—using ChurnZero to power their initiatives. “These teams are creative, data-driven and customer-centric in their use of ChurnZero to deliver value for their customers and companies,” says You Mon Tsang, CEO and co-founder, ChurnZero. “We’re proud to support their success and celebrate their achievements.” Meet this year’s ChurnHero Awards winners at https://lnkd.in/eb-FeEfk. #customersuccess #CX #adoption #onboarding #NRR #advocacy #innovation #ChurnHeroAwards

As we approach 2025, which will mark ChurnZero’s tenth year🤯, I want to shine the spotlight on our product, CS, and other teams for the recognition they’ve achieved lately.      Congratulations, first, on ChurnZero being named a 💪Leader in this month’s IDC MarketScape Worldwide Customer Success Applications 2024 Vendor Assessment. (Full story: https://lnkd.in/emCaHH7V)     Last month, we were named a Leader in the 2024 Gartner Magic Quadrant for Customer Success Management Platforms. This time last year, we celebrated earning the top score in the current offering category in The Forrester Wave Customer Success Platforms Q4 2023 report.    These are especially meaningful as the first comprehensive analyst evaluations of the customer success software market—the category ChurnZero helped grow, and evolve, and which we continue to lead with innovations like Customer Success AI™, the first onboard generative AI within a CS platform. And we are in the highest-ranked category in all the reports! 🏆🏆🏆   Being an innovator in B2B SaaS is hard, because businesses are slower to change, slower to try new things. I’m proud of how ChurnZero has influenced customer success best practices. You can’t do that reactively; it takes listening, collaboration, innovation, and showing your customers how things could be.       I’m grateful to the customers who’ve made that journey with us. If the pundits’ opinions matter, it’s because of our customers’ impact, hard work, trust, and partnership that really spread the word.    Congratulations to the ChurnZero team on building those customer partnerships and the metrics that reflect them: more than 1,200 five-star reviews on G2, G2’s highest category rating for user satisfaction, and the highest overall rating on Gartner’s Peer Insights for the customer success platform category.      We’re excited for CS teams to become the most impactful in SaaS—empowered by AI, automation, and the all-important human touch—to become the growth engine at the heart of every successful subscription company.      ChurnZero will be there with them. Thank you, team, for your dedication. 🙏