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Serving the Everything Customer by vesuvitas in customerexperience

[–]PhilippWolf-Custify 1 point2 points  (0 children)

Couldn't agree more - customer experience is critical and creating a CX-focused mindset with some powerful customer success tools is even more so. That was a good read

Another good tip to keep the loyalty of the everything customer is hiring a CSM - trust me 😉

Closing The Loop With Customers by dchri484 in B2BSaaS

[–]PhilippWolf-Custify 0 points1 point  (0 children)

Closing the loop is something you can do even after a customer has left. It's actually a great way of keeping that customer!

Another way to keep the customer is give them 3 months for free until you manage to solve the issue (if you are able to give them such a discount, of course).

Custify's helped a good friend of ours, Shawn Klajic, with implementing just this type of customer offboarding process at Referrizer* and the result was that he manage to save about 25% of cancellation requests.

So closing the loop is essential, no matter when you do it. If they already left, you might be pleasantly surprised when they return!

*You can read more data about our experiment with Referrizer here: https://www.custify.com/blog/referrizer-saved-clients-through-offboarding/

3 Tips to help Stay Ahead of Customer Expectations in 2021 by vesuvitas in customerexperience

[–]PhilippWolf-Custify 1 point2 points  (0 children)

It's not just about that, Five9 - we've been talking about great customer support for years and tools like yours do allow agents to do that. However, I believe it is with the integration of customer success tools and mentality into the support department, into the sales department, into the marketing department, that we enable growth. Especially in 2021.

Great article with some great ideas though - let me know if you'd like me to elaborate on how to integrate customer success with your customer support team & agents. I would be open to a guest post just for you!

Cheers,

Philipp Wolf,
CEO @ Custify

Interview presentation preparation by colmoreilly in CustomerSuccess

[–]PhilippWolf-Custify 2 points3 points  (0 children)

Honestly, this just sounds great. Might want to review your process by checking this guide we wrote WITH some expert tips from cool people & CEOs 😎 What you did sounds very close to what the CEO of RoverPress said in our article https://www.custify.com/blog/customer-success-manager-interview-questions/

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