Blog
Resources to build your customer success business
SaaS Metrics
Customer Success to reduce churn rates for SaaS
Customer Success Management, or CSM, has evolved from a mere buzzword into a critical component for reducing churn rates in companies.
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.
Guides
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.
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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 12 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
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.
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
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.
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.
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?