About

Custorela is a free resource about customer relationships: how to win a customer's trust, keep it, and know whether you are succeeding. We write for owners and teams of small and mid-sized businesses who do not have a research department, but who do have customers they would like to keep.

What you will find here

• Guides on CRM basics, customer retention, loyalty programs, customer service and customer success. Each one aims to answer a specific question and leave you with something you can use the same day: a formula, a checklist, a template or a worked example.
• Free calculators for the numbers that come up again and again: customer lifetime value, churn and retention rate, Net Promoter Score and CSAT and CES.

Our editorial standards

• No invented numbers. We do not quote statistics, studies or "industry benchmarks" we cannot stand behind. Where a guide uses numbers, they are example calculations, clearly marked as such, so you can follow the logic and replace them with your own.
• No vendor rankings. We explain how to evaluate software and what to ask, rather than ranking products. Prices and features change too often to publish them responsibly in an evergreen guide.
• Formulas you can check. Every calculation we use is written out in full, so you can reproduce it in a spreadsheet.
• General information, not advice. Some topics touch on data protection, consumer law or tax. We keep those parts general and recommend you check your situation with a qualified professional.
• Kept up to date. When we revise an article in a meaningful way, the page shows an "Updated" date.

Tools that respect your data

All calculators on this site run entirely in your browser. The numbers you type are not sent to a server, stored or shared. You can use them with real customer figures without creating an account.

Languages

The site is published in English first, with German, French and Spanish versions added over time.

Contact

Found a mistake, or a question we should answer? Use the contact details on the imprint page. Corrections are always welcome.