Custify

You may think some CS teams have it easy with a low churn product. The reality is that sticky products come with their own unique challenges. Jordan Wyner shares some great insights here. Check it out 👇

Ever feel like proving your impact on a client's business goals is harder than it should be? If you're not on the "Easy peasy" side of the coin, Cristina Moise’s advice might actually help: Tip 1: Translate everything into ROI in the client’s own language—whether that’s reducing time, cutting operational costs, or improving time to value. Make it clear and relatable. Tip 2: Include market analysis whenever possible. Clients love it because they rarely have time to do it themselves, and it’s the detail that sticks with them.

🎙️ New Episode Alert: Mastering CS - Candid Leader Insights 🎙️ In this captivating episode, Irina C., Head of Marketing at Custify, welcomes Josephine Kibibi, Manager of Customer Success at Workpay Africa, to share her unique insights into the world of Customer Success! 🎧 What You’ll Learn: - The importance of regular client interactions - Key metrics every CS professional should track - How to keep your team focused and driven - Strategies for overcoming the biggest challenges in CS - Proving the value of your CS department within your organization Don’t miss out on this episode filled with actionable strategies and valuable leadership tips!

What’s the secret formula for churn prediction? Does it even exist? Do we need to care about this? Luckily, we’ve spent a lot of time thinking about this. And we have some answers that might help you too: → Improve retention → Better allocate resources → Protect revenue → Improve CX Learn how to build a churn prediction model that works 👉 https://lnkd.in/e97WfzSs

We often focus on what’s already happened in customer success: ↳ We stress over churn rates because they show past customer losses. ↳ We worry about renewal rates because they reflect past customer decisions. ↳ We obsess over NRR because it tells us about past revenue. But these are all lagging indicators. Mio Mattsson likes his team to focus more on leading indicators: 1. Prioritise Health Scores: Monitor customer health closely to predict future success. 2. Track CSAT: Keep an eye on customer satisfaction to foresee potential issues. 3. Focus on Tasks: Ensure customers are completing their tasks to stay on track. 4. Review ENPS: Make sure your team is happy, as happy teams lead to happy customers. 5. Iterate Based on Data: Use leading metrics to make proactive changes and stay ahead. Keep your eyes on the future, not the past.

To email or to QBR? That is the question! 📧🤝 We've all been down this path, so let’s be real: sometimes, a QBR can feel like a waste of time. Amy Newbury shared a few key signals to watch for: If your client disengages from meetings, it may point to a bigger issue. Transactional QBRs with no real progression signal a break in the process. Focus on making QBRs valuable by understanding deeper business and individual goals.

Metrics matter for customer success. The important thing is focusing on the right ones… Which ones matter? And how do you balance quantitative and qualitative CS metrics? Anton Lagochniak shares his insights 👇

Understanding company goals is essential for CS. This 3-step framework will change your CS strategy: Step 1: Schedule regular meetings with leadership. Stay updated on business objectives. Examples: - Meet monthly with the leadership team. - Discuss the latest company goals and strategies. Step 2: Understand the KPIs that the company is focused on. Here is a KPI alignment framework. While there's no one-size-fits-all for KPIs, Use this template to guide your approach: 1. Identify the top 5 KPIs. 2. Align your team's goals with these KPIs. 3. Track your progress regularly. 4. Report your findings to leadership. 5. Adjust your strategy as needed. Tips for understanding KPIs: - Be clear about what each KPI means. - Know how your team's work impacts these KPIs. - Communicate the importance of these KPIs to your team. - Consider using dashboards for real-time tracking. Step 3: Identify the specific metrics that the board and leadership are interested in. In business, you always have 3 options: Align, adapt, or miss the mark. You attempted to align with company goals. Now you can either: 1. Adapt your metrics to match the company's focus. 2. Miss the mark and risk misalignment. No CS strategy is worth ignoring company goals. And there it is, a framework for aligning with company goals. It may be easier said than done. But staying disconnected (and missing company objectives) is the hardest of all. Know this: Your efforts must contribute to the overall success of the business. Today, into 2025, always.

🎙️ New Episode Alert: Mastering CS - Candid Leader Insights 🎙️ In this exciting episode, Jordan Wyner, Vice President of Customer Success at Softrip, joins Irina C., Head of Marketing at Custify, for an insightful discussion on all things Customer Success! 🎧 What You’ll Learn: - How to effectively support customers through challenges - The hidden disadvantages of having a sticky product - Key success metrics every CS leader should track - How to keep your CS team motivated - Why prioritizing customer needs is the key to long-term success

Executive support is earned, not given: Quantify the CS team’s impact to prove value. Align goals with the company's vision. Support from leadership is crucial. It helps improve client relationships and drive growth. Here are 4 strategies to gain executive support: 1. Quantify Business Impact - Show how customer success affects key metrics like customer lifetime value and acquisition costs. 2. Align with Company Vision - Make sure your goals support the broader business objectives. 3. Start Small - Use pilot projects to demonstrate quick wins and gather insights. 4. Obtain Customer Validation - Use testimonials to prove your team's effectiveness. These steps build credibility and a better relationship with leadership.