Best Practices

How to Identify and Optimize Customer Touch Points?

See how customer success tools can be extremely helpful in identifying and optimizing your customer touchpoints for SaaS businesses.

Customer Success

Understanding What Customer Success Vectors Are and Why You Need to Ditch Your KPIs

Learn about customer success vectors and how they help you understand where your customer’s experience is heading compared to where they expect it to go.

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Best Practices

6 Ways Your B2B Business Can Establish Trust with Your Prospects

Establishing trust with prospects is essential for any B2B business. Learn the best methods to adapt your marketing to boost sale opportunities and brand awareness.

Customer Success

What Is a Customer Success Representative & Why Do You Need One?

Learn how to ace the customer success representative interview, and what it takes to be the best.

Tools

How to Choose the Best Marketing Automation Software for Your SaaS

The SaaS industry is booming, and competition is getting fierce. It’s predicted that by 2022, SaaS will generate …

Customer Success

The Full Guide to Customer Health Scores

A comprehensive article and free PDF guide to Customer Health Scores: everything you need to know about how to set them up in one place.

Best Practices

How to Run a Gap Analysis for Customer Service & Understand Customer Satisfaction

Want to take your SaaS business to the next level? Here’s how to run a gap analysis for customer service to increase customer satisfaction.

Tools

The 13 Best Product Tour Software to Support SaaS Onboarding in 2021

There are many product tour apps & software to pick from. You may already know of Intercom or WalkMe. Check out our list to discover more tools and their features!

Best Practices

SaaS Lead Nurturing – Foolproof Best Practices & How to Do It Right

SaaS lead nurturing helps drive engaging relationships with customers, depending on buyer personas. Here are some foolproof best practices to help you out.

Best Practices

10 SaaS Renewal Best Practices to Drive Subscriber Loyalty

SaaS renewals are essential to maintaining revenue levels. An easy way to drive them is by implementing dunning emails. We’ve got 9 more awesome tips and ideas inside.

Best Practices

Important Ways to Increase Brand Loyalty and Trust with Customer Engagement

Guide on the ins and outs of customer engagement and how you can develop a strategy to increase brand loyalty and trust.

Tools

The 20 Best Customer Feedback Tools You’ll Want to Try | 2021 List

Looking for the best customer feedback tool for your business? SurveyMonkey and UseResponse are just two of many options. Read our list to discover more!

Features

How Customer Success Managers Can Use Support Ticket Data To Better Understand The Customers’ Journey

CSMs must review customer support ticket data to understand how customers are really doing and learn to use that data to improve their customer success activities.

Best Practices

How to Streamline Your Onboarding Process with Live Chat Software

Live chat software is an ideal solution for an effective onboarding process and to accompany your churn rate reduction strategies & drive customer success.

Best Practices

How to Engage Customers with Conversational Text Messaging

Conversational text messaging is a technique of engaging with a contact one-on-one after they replied to a brand’s message. See the benfetits and advanteges of trying it.

Best Practices

How to Thank a Customer for their Business | Tips, Tricks, & Budget-Friendly Ideas

By investing in your business, a customer has given you the responsibility and opportunity to provide excellent service. …

Best Practices

What Happens When SaaS Companies Don’t Meet Investors’ Expectations?

Investors have various areas of focus on the expectations of the SaaS (software as a service) companies they’re …

Best Practices

What’s the Difference Between Customer Loyalty and Customer Retention?

Learn the difference between customer retention and customer loyalty. Don’t just fight decline, but drive business growth.

Tools

The 16 Best Free Live Chat Software Out There | 2021 List

We’ve reviewed the best free live chat software & made a list to help you decide on the right choice for your needs. Check out our list!

Tools

Best Employee Onboarding Software for Remote Workers

Investing in employee onboarding, training, and education early on is one of the most important things you need …

Customer Success

Customer Success: Common Fails and How To Avoid Them

Marketers, entrepreneurs, and solopreneurs could consider customer success the be-all-end-all when it comes to their company’s longevity. And …

Best Practices

From Different Grounds Up: How to Build Your Own Remote Team

Various factors, from the pandemic to the Millennial desire for a greater work-life balance, have led to businesses …

Best Practices

How a Data Science Strategy Can Help Customer Success and Support Teams

The customer success and support teams of big companies engage with thousands of customers every day. Each interaction …

Tools

The Only SaaS Automation Tools You’ll Ever Need | 2021 List

Advice and recommendations on top SaaS automation tools from entrepreneurs who have successfully integrated them into their business.

Best Practices

How to Increase Brand Loyalty Through Customer Service Videos

When you think of customer service, what’s the first thing that comes to mind? It’s often a telephone …

Case Study

How a Clever Offboarding Process Helped Referrizer Recover 25% of Cancelled Clients

Powered by insights and data they gathered from Custify, Referrizer managed to create a detailed offboarding process that helped them recover 25% of cancelled clients.

Best Practices

11 Customer Success Manager Interview Questions Companies Ask & Why

A list of in-depth Customer Success Manager interview questions to check that your candidate understands churn, stress, upselling & everything else!

Best Practices

How To Be A Good Customer Success Manager

Advice and tips from 15 CSMs from all over the world on how to be a good Customer Success Manager.

Best Practices

How To Use Account-Based Marketing Tactics In Customer Success

How ab marketing complements Customer Success and examples of account-based marketing tactics you can use across departments.

Best Practices

8 Customer Success Best Practices From Peter Sterkenburg

Insightful interview with Peter Sterkenburg on customer success best practices he learned in his experience as a Customer Support and Customer Success representative.

Customer Success

Customer Churn – The Ultimate Guide to Reducing Churn

The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn with examples.

Best Practices

How I Solved the Challenge of Measuring Customer Success ROI

How to face the challenges of calculating customer success ROI within the ever-changing SaaS industry with examples and guide

Best Practices

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

A round-up of customer success stories on how industry leaders measure ROI and best practices on calculating it individually for customer success managers.

Tools

Top 14 Best Customer Support Software Solutions

Our list of best customer support software solutions, according to Customer Support representatives all around the globe.

Features

Announcing The Slack and Custify Integration

If your company uses the popular workplace collaboration tool Slack, you’re in luck. Custify can now natively connect …

Best Practices

Key Tips to Reduce Your B2B SaaS Startup’s Churn

New customer acquisition is extremely important for SaaS businesses at every stage of their life cycle, but particularly …

Best Practices

9 Customer Success Automation Challenges And How to Handle Them

80% of customers say the experience a company provides is as important as its products and services. Still, …

Best Practices

Shopify Onboarding Analysis: What Great Email Onboarding Looks Like

Shopify’s onboarding process should be an example for CSMs. After all, they wouldn’t have become the most popular …

Best Practices

14 CSM’s Advice to Getting Jobs in Customer Success

As the world moves towards subscription-based software models, customer success job offerings are also on the rise. In …

Best Practices

COVID-19 Crisis Customer Engagement Plan and Playbooks

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

Best Practices

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.

Best Practices

Customer Success Metrics You Should Track

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

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

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?

Best Practices

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.

Best Practices

Want a Better Customer Experience - Align Customer Success and Marketing

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

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.

Best Practices

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.

Best Practices

Connect to your data in Segment

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

Best Practices

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

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

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

Best Practices

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.

Best Practices

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.

Best Practices

Overcome This Obstacle for Proactive Customer Success

We talk about proactive customer success a lot at Custify.

Best Practices

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.

Best Practices

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.)

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

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

Many companies come to customer success late in their lifecycles.

Best Practices

How SaaS Startups Can Avoid Failed Payments

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

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

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.

Best Practices

Should You Outsource Customer Success?

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

Best Practices

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

Customer Success Process

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

Best Practices

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

Best Practices

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?

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