Custify

How many times have you felt like your meetings are just ticking boxes rather than driving real value? If you’ve ever walked out of a QBR or EBR wondering if it was worth the time, you’re not alone. In fact, a lot of us have been there. But what if those meetings could strengthen partnerships and boost customer retention? Join us on Wednesday, September 25th, at 5:00 PM CET / 11:00 AM EST for a deep dive into Running Effective Customer Meetings with: 🔸 Amy Newbury, Head of Customer Success at Kleene.ai 🔸 Cristina Moise (Rotari), Customer Success Lead at SmartDreamers They’ll share actionable strategies to turn your customer meetings—from Kick-Off Calls to QBRs—into meaningful conversations that drive success.

How long does it take to prep for QBRs? 🤔 If it feels like too long, Amy Newbury suggests: Reuse templates for efficiency. Build strong relationships where you can ask simple questions. Stay engaged by focusing on what matters most to your customers.

Customer Success can mean different things in different organizations—depending on the industry, the GTM motion, and where the business is in its growth trajectory. But some principles remain constant. 🎯 In our latest video, we teamed up with Keishla Ceaser-Jones, Irit Eizips, De'Edra Williams, Jan Young, Daphne Costa Lopes, Shawn Riedel, Peter Armaly, and Maranda Dziekonski to break it all down. We explore how Customer Success boosts loyalty, reduces churn, and drives scalable growth across industries. 🎥 Watch now and let us know: What does Customer Success mean to you in your organization?

Customer success drives growth. Master these four skills to boost customer satisfaction and loyalty. By focusing on communication, empathy, problem solving, and product knowledge: → Communication (Convey clearly), → Empathy (Understand deeply), → Problem Solving (Resolve swiftly), → and Product Knowledge (Guide effectively) You build strong customer relationships. Let’s break it down. 1. Communication: Convey complex information simply. Examples: - Explaining product features. - Aligning expectations with clients. - Facilitating team collaboration. Tips: - Be concise and precise. - Use simple language. - Listen actively. 2. Empathy: Connect with customers on a personal level. Examples: - Addressing customer concerns. - Understanding emotional needs. - Building trust and loyalty. Tips: - Put yourself in their shoes. - Show genuine interest. - Respond with compassion. 3. Problem Solving: Address issues promptly and effectively. Examples: - Resolving technical problems. - Handling customer complaints. - Improving user experience. Tips: - Identify the root cause quickly. - Offer practical solutions. - Follow up to ensure satisfaction. 4. Product Knowledge: Provide accurate and helpful guidance. Examples: - Answering product-related questions. - Offering usage tips and tricks. - Customizing solutions to fit needs. Tips: - Stay updated on product changes. - Learn from customer feedback. - Share insights with the team. Focus on these skills to improve your CS function.

🎙️ New Episode Alert: Mastering CS - Candid Leader Insights 🎙️ In our latest episode, Mio Mattsson, Head of Customer Success at AlexisHR, joins Irina C., Head of Marketing at Custify, to dive deep into the world of Customer Success! Mio shares his inspiring journey in CS, the challenges he’s faced, and the strategies that have shaped his success. 🎧 What you’ll learn: - How to help customers overcome challenges - The importance of data hygiene in CS - Key metrics that drive customer success - Keeping your CS team focused and aligned - How AI is transforming customer success

How do you approach working with a self-serve customer versus one requiring more of a white glove service? Mio Mattsson shares how adjusting your approach is key. Different customers need different strategies. ↳ For White Glove Customers: Always end each meeting by scheduling the next one. This keeps the momentum going and ensures continuous engagement. Mio used to send emails to set up meetings later, but this often led to delays or missed opportunities. By scheduling the next meeting immediately, they stay in the loop and maintain a strong connection with customers. ↳ For Self-Serve Customers: Implement a digital customer success journey. Monitor their data to track progress. If they fall off track, send out targeted emails, guides, and video materials to guide them back. Follow up to see if these interventions worked and adjust based on their feedback. This way, you provide support without the need for constant meetings. ↓ Tailoring your approach to customer needs is crucial: 1. For White Glove Customers: Ensure continuous engagement by scheduling follow-up meetings immediately. 2. For Self-Serve Customers: Use tools to monitor and guide them, providing support as needed without frequent meetings. Customer success is about meeting your customers where they are. Tailor your approach to their needs. Great insights here from Mio 🙌

Are You Maximizing Customer Value? 80% of your company's future revenue, will likely come from 20% of your existing customers 🤯 If you're not focusing on ‘customer value maximization’, then you’re missing out on revenue. But what is CVM, and how can it transform your CS strategy? In this post, we dive deep into: - The critical difference between CVM and traditional CRM - 7 actionable steps to implement CVM in your organisation - How to balance revenue growth with customer satisfaction - Practical examples of CVM in action Plus, learn why a 5% increase in customer retention could boost your company's profitability by a whopping 75%. Dive in 👇

Some teams have to manage Customer Success and Customer Support as one team. But how can you do this effectively? Alexandre Kinapenne shares his experience managing 5,000 customers with just 8 team members 🤯 Great insights here for smaller teams!

Raise your hand if you struggle to get the right people in your QBRs 🙋♀️ You’re not alone, which is why we asked Cristina Moise for her advice: 'Focus on clear, targeted agendas to capture the attention of key decision-makers.

🎙️ New Episode Alert: Mastering CS - Candid Leader Insights 🎙️ In our latest episode, we're excited to have Anton Lagochniak, Customer Success Manager at SupplyHive™, join Irina Cismas, Head of Marketing at Custify, for an insightful conversation on Customer Success! Tune in to hear Anton's inspiring journey in CS, the hurdles he overcame, and the key strategies that have empowered him and his team to thrive. What You’ll Learn: - How to assist customers in overcoming challenges - How to structure an effective CS team - Key metrics to track for customer success - The role of the right tool stack in CS - How collaboration between sales and customer success drives results This episode is packed with actionable insights for CSMs and leaders—don't miss it! 💡