Blog
Resources to build your customer success business
Guides
The Outstanding Guide to Customer Success Strategy
Everything you need to know about creating your first customer success strategy - free pdf guide.
Customer Success
8 Common Mistakes When Building Customer Success Teams
By now, you must have read more than a few articles about how to build the perfect customer …
Webinars
Demystifying churn: How qualitative research will help you retain more customers | Webinar
In today’s webinar, Anita Toth, Chief Churn Crusher, talks more about customer interviews. In this comprehensive article, you’ll …
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SaaS Metrics
10 Customer Engagement Metrics to Track in 2022
Companies depend on loyal and active users to stay in business. Engaged customers support your brand; they recommend …
Best Practices
Using Voice of the Customer to Drive Loyalty
Through Voice of the Customer, or VoC, programs, the business world opens itself up to direct customer feedback. …
Best Practices
10 Ways Customer Reviews Can Enrich Your Content
Did you know that 79% of shoppers rely on customer reviews? As a business owner, you have to …
Customer Success
6 Inspiring Customer Success Stories of Focus, Loyalty, and Teamwork
Customer success is a field where stories abound. And most of them are great! Today, in this article, …
Customer Success
Why Implementation isn’t Onboarding
Sales just closed a HUGE deal and handed it over to you, the customer’s new CSM. With a …
Tools
Choosing the best call management software
Call management software is a technology that you can use to coordinate, route, and handle inbound and outbound …
Webinars
Busting User Onboarding Myths in Customer Success | Webinar
In today’s webinar, Efehan Çelik, customer success manager at UserGuiding, debunks some of the most common user onboarding …
Best Practices
5 Ways to Enable Proactive Customer Engagement
Ever patronized a business that went out of its way to anticipate your needs and just be nice, …
Best Practices
13 SaaS Lead Follow-Up Mistakes and How to Avoid Them
Are you aiming at closing more sales and increasing your SaaS customer base? This is what following up …
Best Practices
What is Customer Education Content – Examples & Benefits
Do you offer customer education content on your website or any other way? If not, you may be …
Tools
7 Key Differences Between CRM And CDP: Which One Fits Your Business
At the heart of what they do, marketing, product, and sales teams rely on the customer data available …
Webinars
Mistakes to Avoid When Scaling Your CS Operations | Webinar
What mistakes should you be avoiding when scaling your customer success operations? We talked to Jennifer Chiang, author …
Customer Success
The Ideal Sales to Customer Success Handoff
Imagine a perfect sync between your customer success and sales departments. For some, it’s a good dream. For …
Best Practices
How to Write a Compelling Case Study? 5 Real Examples
Case studies are bland and monotone. But we can’t overlook the fact that case studies are one of …
Best Practices
Optimizing Call Center Customer Support For Increased Revenue
As we live in a highly competitive environment, even the smallest details can make or break a winner. …
Tools
14 AI-Powered Tools To Improve Your User Experience And Sales
There is no surprise that if you want to succeed in running your business, you have to make …
Customer Success
Customer Success in a Product-Led Growth Organization | Webinar
What’s the role of Customer Success in a product-led, self-service scenario? As the PLG model is dominating the …
SaaS Metrics
8 Ways to Uncover Valuable Customer Insights (& Apply Them!)
Customer experience – you can witness the best of it at a coffee shop. Here is a picture …
Customer Success
How Customer Success and Product Management Teams Can Work Together
Customer success working closely with the product team can seem like a luxury for most companies. But it …
Customer Success
The 13 Most Eye-opening Customer Success Webinars | 2022 List
Since the CS world is constantly full of brilliant talks, we know many of you’ve been waiting for …
Customer Success
What Is Customer Effort Score and How Is CES Calculated?
It is commonly believed that customer loyalty is reached through great, delightful customer service. But it was later …
Customer Success
QBRs for SaaS and What They Mean for Customer Success
As a SaaS business, one of the best ways to ensure continual growth with your customers is to …
Best Practices
7 Sales Methodologies For SaaS & How to Pick the One For Your Business
SaaS sales leaders may employ a specialized sales model to train and scale their team in some circumstances. …
SaaS Metrics
What Is Customer Satisfaction Score and How to Make the Most of It?
In our day and age, every review, social media post, or other user-generated content has the potential to …
Best Practices
How To Write A Top Customer Success Manager Resume
Do you believe you have the skills and abilities to guide prospects from the sales process to become …
Tools
The 20 Best Sales Tools to Fast-track Leads | 2022 List
Sales tools are no longer just a “nice-to-have” today. They help sales reps do so much more, by …
Best Practices
What Is Customer Relationship Mapping & How to Do It Right?
B2B relationships between two large organizations can be quite intricate as they often involve multiple key stakeholders from …
Guides
The Outstanding Guide to Customer Success Strategy
Everything you need to know about creating your first customer success strategy – free pdf guide.
Customer Success
What’s the Difference Between Your CRM and Customer Success Software?
Companies have been implementing Customer Relationship Management strategies to boost product sales for a while now. However, in …
Best Practices
How to Determine Buyer Intent For Your SaaS Products
You already understand the importance of customer behavior and how it helps you draw new users to your …
Best Practices
How to Apologize to a Customer | Tips, Tricks + Apology Letter Examples
Whether you’re working in customer support, service, or success, most of your career is dedicated to helping your …
Customer Success
Is Customer Success a Good Career? Yes. Let’s Explain Why!
Customer Success is a relatively new role that has emerged with the movement towards subscription-based software models. Although …
Customer Success
Best in-person Customer success events to attend in 2022
Attending events and conferences is a must for any customer success professional. These events offer you amazing opportunities, …
Customer Success
Tech-touch can be the new high-touch in customer success
The SaaS market is currently growing by 18% each year and 99% of businesses use at least one …
Customer Success
The 13 Best Customer Success Podcasts to Grow Your Career | 2022 List
Podcasts are a simple and fun way to stay in touch with the new concepts and ideas in …
Customer Success
2021 Customer Success Year in Review – Best News, Resources & Trends
Last year’s impact on the customer success industry was significant, to say the least. Businesses are progressively grappling …
Best Practices
Why You Need Good SaaS Offboarding Tactics Webinar
On our blog, we often talk about the importance of having a great onboarding process. That’s because, during …
Customer Success
5 Daily Habits of Great Customer Success Managers that Make a Huge Difference
Which fundamental skills can you develop to go beyond expectations and become a great CSM? Here are the 5 daily habits you should focus on.
Best Practices
Examples of Customer Success Marketing for SaaS Teams
Customer marketing, or retention marketing, focuses on providing dedicated content to support the customer’s success mission. Here are six examples of such tactics.
Customer Success
2021 Customer Success Industry Market Statistics, Salaries, and Growth
The impact last year had on the customer success industry was a significant one. Tech startups and SaaS …
SaaS Metrics
Creating an Ideal Remote Working Experience For Customer Success Teams
Learn tips and best practices to manage your customer success team remotely with great efficiency.
Customer Success
The 20 Essential Customer Success Books for the Modern CSM | 2022 Updated List
We found the essential customer success books every CSM needs to read. Pick your next read and discover the latest tactics to reduce churn and grow revenue.
Customer Success
Why Do I Need Customer Success Software?
Customer Success software greatly improves your team’s efficiency. Here’s why your team needs a dedicated CS platform.
Best Practices
How to Optimize SaaS Sign Up Flow To Increase Conversions
Learn how to create your SaaS sign up flow and efficiently optimize it based on your business model in order to increase your conversion rate.
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.
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 15 Best Product Tour Software to Support SaaS Onboarding in 2022
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 26 Best Customer Feedback Tools You’ll Want to Try | 2022 Updated 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 18 Best Free Live Chat Software Out There | 2022 updated 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
12 Best Employee Onboarding Software for Remote Workers in 2022
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 | 2022 Updated 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 15 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
Jobs in customer success are trending so here are 14 top-level customer success managers with some precious advice for those who want to start a career.
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.
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?