Blog

Best Practices

How CS leaders measure the ROI of CSMs and why many struggle

Tools

Top 14 Best Customer Support Software Solutions

Features

Announcing The Slack and Custify Integration

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Key Tips to Reduce Your B2B SaaS Startup’s Churn

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9 Customer Success Automation Challenges And How to Handle Them

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Shopify Onboarding Analysis: What Great Email Onboarding Looks Like

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14 CSM’s Advice to Getting Jobs in Customer Success

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COVID-19 Crisis Customer Engagement Plan and Playbooks

Keep your customers close by following the steps in our customer engagement plan.

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Customer Success In Time Of Crisis

It’s more important than ever to focus on your customers’ success. Why? Because amidst this crisis, and for the near future, customer acquisition is and will be nearly impossible.

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Customer Success Metrics You Should Track

Tracking customer success metrics is the key to customer loyalty and happiness.

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Conferences & Events Cancelled Due To The Coronavirus

The COVID-19 or coronavirus disease has already had wide-ranging effects on the tech industry, including store closures, production shortages, and manufacturing delays. Its latest victims seem to be conferences and events scheduled in the following months.

Best Practices

Announcing our Hubspot And Custify Integration

We are excited to announce that Custify is now fully integrated with Hubspot. Our 2-way-integration allows users of Hubspot to synchronize their customers to Custify with just one click.

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15 Customer Success Courses Every CS Manager Needs To Take

Whether you’re planning to start a new career in customer success or upgrade the skills and knowledge you already have on the subject, there are plenty of customer success courses out there that can help you achieve just that.

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A New Way to Look at Customer Interactions

When to have a meeting, when to send a message, and when to automate - choosing the right touchpoints is always difficult process.

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A SaaS Business’ Guide To Building Customer Success

Everyone knows the importance of having a sales team or a marketing team. But what about a customer success team?

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The Role of User Onboarding in Customer Success

In order for your customers to succeed, they must learn what your product does, how it impacts them, and which of their problems it can solve; in short, they must be on board.

Best Practices

9 SaaS Customer Success Experts Reveal Their Best Advice for 2020

If you're like many SaaS Customer Success professionals we know, you're probably deep in 2020 planning.

SaaS Metrics

How to Start a Great Customer Success Program in 90 Days

Custify Insight: So what separates the two? Are customer success and customer experience really the same thing? Or are there differences that differentiate them?

SaaS Metrics

5 Ways Content Can Boost Your Customer Success

Custify Insight: So what separates the two? Are customer success and customer experience really the same thing? Or are there differences that differentiate them?

SaaS Metrics

Customer Success vs. Customer Experience — Is There a Difference

Custify Insight: So what separates the two? Are customer success and customer experience really the same thing? Or are there differences that differentiate them?

Best Practices

Best Practices for SaaS Lead Nurturing in 2019

SaaS Lead Nurturing is the process that bridges the gap between a sign-up and an active, paying user

SaaS Metrics

How to Boost Free Trial Conversion Rates: 7 Proven Tactics

You know that you have the absolute best apples on the market. And you want to prove it to people. So you offer them a free bite of an apple before they decide whether they’re going to buy.

Best Practices

Using the Golden Rule to Drive Great Customer Success

Any child can tell you the Golden Rule: treat others as you wish to be treated yourself.

SaaS Metrics

Customer Success + Sales Enablement = Better Customer Experience

Where does customer success live in your organization chart?

Best Practices

The Importance of Customer Success Documentation

Effective customer success documentation helps your customer success managers (CSMs) work faster, better, and with less confusion.

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How to Hire a Customer Success Manager the Right Way

We’ve put together a list of seven things you can do to make sure you hire a great CSM. It’ll help you put together a team of talented customer success professionals.

SaaS Metrics

Improving Customer Experience (CX) with Data Visualization (DV)

Customer Success includes customer experience and is key to modern business and Data visualization is a critical component to deliver consistent customer experiences.

Best Practices

Announcing the Segment and Custify Integration

We are excited to announce that Custify is now integrated with Segment.

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Connect to your data in Segment

Custify offers you the ability to sendgulp build info to our system through Segment.com

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Custify Churn Calculator

Want to calculate your churn and play with your numbers? Let's analyze your current situation against versus your projection and see where your numbers end up

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7 Proven Customer Success Tactics to Improve Your Customer Experience

You know that customer success is crucial for your company. But now you need to figure out how to actually do it. And that can be difficult.

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SaaS Pricing Strategies and How To Pick One

Deciding on a pricing strategy for a SaaS is often not as easy as it looks. Most products have a fixed price and a simple pricing strategy.

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How to Set Up Your CRM for Customer Success

Of all the pieces of software your company uses, customer relationship management (CRM) software might be the most important. This is especially true for customer-success-focused companies.

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Create a Standout Customer Experience With Better SaaS Onboarding

After your sales and marketing team have done their jobs, you come to the first step of customer success

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Segment Your Customers for More Effective Customer Success

It might seem strange to put your customers into groups when customer success is built on individual, personalized outreach.

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The Ultimate Guide to Customer Success for SaaS

Customer success (CS) is becoming an increasingly important part of the SaaS field. In fact, it’s an important part of business in general.

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Overcome This Obstacle for Proactive Customer Success

We talk about proactive customer success a lot at Custify.

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How Email Automation Can Drive Your Customer Success Program

“Automation” has been one of the hottest terms in marketing over the past decade or so. Especially in email marketing.

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Custify and GDPR Compliance

If you’re in the tech business—and even if you’re not—you’ve probably heard about GDPR. (In case you haven’t, we’ll explain the basics shortly.)

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2 Things That Will Reduce Your Customer Churn

Customer churn seems complicated. There are different types of churn that you should monitor, various systems for calculating each of the metrics, and tactics you can use to reduce all of them.

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The Biggest Customer Success Trends in 2018 and How You Can Take Advantage of Them

Customer success changes rapidly. Every year we see new technologies, best practices, and collaborations. It’s hard to keep up.

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7 Proven Customer Success Tactics That Will Grow Your Business

You might know the basic ideas that support customer success. But when it comes to actually putting them into practice, things get a bit more complex.

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Pricing Strategies for Your SaaS and How To Pick One

Deciding on a pricing strategy for a SaaS is often not as easy as it looks.

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Conversion Rate Optimization in SaaS Companies

Growth is the cornerstone of the goals of any business. It is an unsaid rule of all businesses to expand and increase their revenue over time.

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How SaaS Startups Can Implement Customer Success

Customer service is, and has always been one of the most important facets of businesses – especially for SaaS start ups who offer subscription-based services.

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How to Build Your Product from Scratch with a Customer Success Mindset

Many companies come to customer success late in their lifecycles.

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How SaaS Startups Can Avoid Failed Payments

Subscription renewals are the heart which keeps the SaaS Startup body running.

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14 Customer Retention Strategies For SaaS You Can Implement Today

Customer churn is the SaaS kryptonite. It is what scares SaaS founders the most, and they are always innovating ways to beat it.

Best Practices

Optimize SaaS Sign Up Flow To Increase Conversion Rates

The first “experience” that your users go through with your SaaS product is the sign-up flow.

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7 Customer Success Best Practices You Can Put Into Action

70% of successful growing businesses say that customer success is very important to them. Only 49% of stagnant or declining companies say the same.

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6 Ways to Make Emotional Connections with Potential Customers

In a competitive market, you need to have strong relationships with potential customers before they make a purchase decision.

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The Framework for Developing Customer Success Personas

How do your customers define success with your product / service?

Best Practices

How to Move to a Software Subscription Model

While there are still plenty of traditional software vendors out there, the software subscription model is becoming more and more common.

SaaS Metrics

How to Measure Customer Success

Measuring the success of any business program requires an understanding of both goals and metrics. Customer success is no exception.

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Should You Outsource Customer Success?

Many customer-facing business functions get outsourced on a regular basis.

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Optimizing Call Center Customer Support for Increased Revenue

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping ...

Best Practices

Why Customer Service and Success are the Most Important Factors For Your Subscription based SaaS

The SaaS business model is one that keeps on giving. Over time, your subscriptions can provide you increasing value (if you have factors like churn rate under control).

SaaS Metrics

7 Ways SaaS Companies Can Increase Conversion Rates

Starting your SaaS was a daunting task, but the journey doesn’t end there. You’ve no doubt worked diligently to ensure your SaaS is affordable

Best Practices

Customer success managers aren’t just account managers with new titles

And to really run an effective customer success program, you need to know the difference between the two.

Best Practices

5 Steps for Building an Awesome Customer Success Team

Your business is built on the success of your customers. Using your service successfully will lead to renewals and upsell opportunities.

Best Practices

What are Customer Success Reps?

Customer success representatives are the company’s aftersales and retention team and are tasked with keeping low churn among its users, buyers, and subscribers.

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Customer Success Process

Every business depends on satisfied, happy customers. You want your customers to have more than an “okay” experience.

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How to Create a Customer Success Journey Map

Navigating the customer success process isn’t always easy. When should your customer success team get involved with your customers?

Best Practices

The Difference between Customer Success and Customer Support

In today’s fast paced and highly competitive world of B2B products and SaaS offerings we see the terms “Customer Success” and “Customer Support” thrown around more

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Why Churn is Critical in SaaS

SaaS businesses are like living, breathing creatures, evolving, expanding and contracting over time. As your service grows, customers come and go.

Best Practices

Customer Success Best Practices

Customers are great, in fact, they’re the best!

SaaS Metrics

The Only Three Customer Churn Calculations SaaS Companies Need To Know

Customer churn is one the most crucial factors for calculating and predicting growth in SaaS companies which offer recurring services.

SaaS Metrics

Customer Success + Sales Enablement = Better Customer Experience

Where does customer success live in your organization chart?

SaaS Metrics

What are Customer Success Reps?

Custify Insight: What are Customer Success Reps?