Custify

Looking to improve customer retention and drive growth? We put together a comprehensive guide covering: → Mapping and optimising the customer journey → Effective customer segmentation strategies → Leveraging automation for scalable success → Developing playbooks to boost loyalty and reduce churn → Implementing proactive outreach methods Everything you need to know about creating your first customer success strategy. Grab the guide 👇

🎙️ New Episode Alert: Mastering CS - Candid Leader Insights 🎙️ In this episode, Irina C., Head of Marketing at Custify, sits down with Christopher Warren-Gash, VP of Customer Success at Sympa, to discuss industry-tailored strategies and building a zero-churn CS approach. 🌟🎧 What You’ll Learn: - How past experiences influence a CS leader’s journey - Creating customer success strategies tailored to specific industries - Key steps for building and advancing your CS career - Scaling an existing CS team effectively - Strategies to minimize churn and boost retention Christopher shares his transition from B2C to B2B, the importance of aligning CS efforts with industry demands, and how to keep customers at the core of all decisions. Packed with actionable advice, this episode is a must-listen for anyone passionate about Customer Success! 🎧

💎 Retention: The Key to Loyalty and Growth Part 2 of our Top 75 Customer Success Influencers of 2024 series, features five incredible leaders who know how to keep customers close: ✨ Parul Bhandari compares losing a champion to reimplementation—retrain and realign for success. ✨ John-Paul Scoville reminds us that customers value bold moves that improve their experience. ✨ Sadie Shepard focuses on resilience and adaptability as must-haves for CSMs. ✨ De'Edra Williams, MBA highlights accelerating value delivery across the customer lifecycle. ✨ Samantha (Blum) Kramer shares how a clear ROI story can turn churn into an “aha moment.” Dive into actionable tips, and keep an eye out for more insights from our Top 75 Influencers of 2024. How does your team build loyalty and prove value to customers? Let’s share ideas! #CustomerSuccess #CustomerRetention #ValueCreation #CustomerSuccessTips

What’s a CSP and Why Do I Need One? Customer success is key. A CSP makes it easier. Here’s how. 1. Centralize Data ↳ Integrate all customer data into one platform. ↳ No more scattered information. 2. Automate Routine Tasks ↳ Schedule emails and updates automatically. ↳ Free up time for strategic work. 3. Personalise Customer Engagement ↳ Use data to tailor interactions. ↳ Meet each customer’s unique needs. 4. Monitor Health Scores ↳ Track customer activity and satisfaction. ↳ Act quickly on any red flags. 5. Streamline Onboarding ↳ Provide clear onboarding materials. ↳ Ensure new customers get up to speed fast. 6. Identify Upsell Opportunities ↳ Use data to spot the best moments to upsell. ↳ Boost revenue without much effort. 7. Improve Data Hygiene ↳ Keep data clean and actionable. ↳ Make informed decisions based on accurate info. 8. Enhance Collaboration ↳ Share insights across teams. ↳ Promote teamwork and transparency. 9. Send Customer Surveys ↳ Automate survey distribution and analysis. ↳ Gather feedback effortlessly. 10. Manage Accounts Efficiently ↳ Assign tasks and manage stakeholders seamlessly. ↳ Keep everything organized. 11. Deliver Value-Aligned Goals ↳ Track KPIs and customer outcomes. ↳ Ensure goals are met efficiently. 12. Prevent Customer Churn ↳ Personalize experiences and streamline processes. ↳ Keep customers happy and loyal. A CSP transforms customer success. For SaaS companies, it’s a game-changer. Learn more 👇

🚀 Onboarding: The Foundation of Customer Success As part of our Top 75 Customer Success Influencers of 2024, we’re spotlighting five incredible leaders with a deep focus on onboarding: 💡 Con Cirillo shares how great CSMs connect the dots to solve customer challenges. 💡 Adam Smith highlights the importance of nailing the first use case within 90 days. 💡 William Stevenson explains how impactful onboarding fast-tracks expertise. 💡 Hannah Dean emphasizes seamless handoffs before the kickoff even begins. 💡 Efehan Çelik reminds us that onboarding is about guiding customers to outcomes, not just features. Swipe through for actionable insights from these experts! And stay tuned as we continue to feature more slides from our Top 75 Influencers of 2024 series. What’s your biggest lesson learned from onboarding customers? What about your favorite quote?

It’s Monday… let’s start with an easy one… What actually is ‘customer success’? We talk about it a lot, but it’s time to go back to basics. Customer Success is ESSENTIAL. It's not ‘support’. It's about proactive value. Done right, it boosts → retention, adoption & growth. Why Customer Success Matters: - Reduce Churn: Keep customers coming back. - Drive Adoption: Ensure they use and love your product. - Increase LTV: Boost revenue through upsells & cross-sells. - Build Advocacy: Turn customers into brand champions. Key Components: 1. Customer Onboarding ↳ Guide new users to success from day one. 2. Ongoing Support & Education ↳ Provide continuous resources and assistance. 3. Proactive Engagement ↳ Address potential issues before they become problems. 4. Data-Driven Insights ↳ Use analytics to track behaviour and predict risks. Benefits: - Higher retention and satisfaction - Improved product usage - More upsell opportunities - Valuable feedback for product development - Enhanced brand reputation Implementing Customer Success: 1. Align strategy with business goals. 2. Invest in the right tools. 3. Build a skilled team. 4. Establish KPIs. 5. Build a customer-centric culture. Master Customer Success. Transform your business. Boost your growth. Learn more 👇

🎙️ New Episode Alert: Mastering CS - Candid Leader Insights 🎙️ In this episode, Irina Cismas, Head of Marketing at Custify, chats with Craig Taylor, Head of Customer Success at SimplePoll, about leveraging past experiences and embracing a digital-first approach to Customer Success. 🌟 What You’ll Learn: - How past roles can shape a CS leader’s mindset - Building an effective digital-first CS strategy - The role of technology in driving customer success - Screening for the right skills and attitudes in CS professionals Craig shares his unique insights on aligning success metrics with customer goals, building a CS team from scratch, and the critical role of human support in SaaS. Don’t miss this episode packed with actionable advice and inspiring leadership lessons! 🎧

It’s nice to know that software engineers have a great experience integrating with Custify… 😍 We loved seeing this review pop up on G2.

🔮We don’t have a crystal ball, but we asked some incredible CS pros how they see 2025 shaping up. Here’s what they told us would be on their radar: • Retention as the ultimate competitive advantage: in a tight economy, keeping customers is key. • Aligning CS and revenue teams: the shift from vanity metrics to measurable ROI continues. • Data hygiene matters: clean, actionable data remains the backbone of impactful strategies. • In-App Customer Success: embed CS directly into workflows for seamless onboarding and proactive support. • Outcome-driven strategies: move beyond product focus to delivering measurable value. • AI and segmentation: scale meaningfully while maintaining personal customer relationships. Thank you to these amazing contributors for sharing their insights: Josephine Kibibi, Benjamin Jones, Michael Boyd, CITP, Craig Taylor, Renata Kashiwaya Pinheiro, John-Paul Scoville, Anil Karakkattuu, Philipp Wolf, Adrian Poaca, Jeroen Kuiper, Cristina Moise (Rotari), Dave J., and Christiana Vajda ✨ Check out the full article: https://lnkd.in/dHM6a9n6

What’s the difference between ‘Customer Success’ in a bootstrapped company vs a VC backed one? Sandra Campo has worked in both types of companies and shares her experience. Check it out 👇