Customer Success Articles
Customer Churn – The Ultimate Guide with Tactics and Strategies
The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn with examples.
What is Net Dollar Retention (NDR) and How to Improve it
Best Free and Paid Customer Success Tools Every CSM Should Use
Best Practices
Downselling Strategy: Mitigate MRR Loss and Plan for Recovery
Sometimes the key to long-term, profitable customer relationships in SaaS is the ability to look beyond the best-possible …
Best Practices
How SaaS companies use visual onboarding across the customer journey to drive revenue expansion
Imagine a person signing up for a new SaaS tool. They expect a smooth start. Instead, they see …
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Customer Success Articles
Structuring Customer Success Bonuses: Insights from Industry Experts
A well-designed Customer Success bonus structure should drive proactive behaviors, encourage customer retention, and align with business growth …
Best Practices
The CSM’s Guide to FTUE (First-Time User Experience)
Today, we’re going to look at how first-time user experience, of FTUE, can affect SaaS users’ engagement and …
Webinars and Podcasts
CS Playbook for tough times: What to do when the odds are against you | Webinar
In this webinar, Irina Cismas, Marketing Lead at Custify, sat down with Angeline Gavino, CS Coach at CS …
Best Practices
Advancing Customer Experience Maturity in SaaS: Essential Milestones
The stakes have never been higher for SaaS companies when it comes to customer experience (CX). Today, a …
Best Practices
How to Handle Enterprise Customers When There’s More Than One Decision Maker
Enterprise customers present some of the best opportunities to make a profit. But of course, the greater the …
Customer Success Articles
7 Innovative Ways to Build and Maintain Customer Relationships
Cultivating customer loyalty can pay dividends in the long-term. In SaaS, repeat business isn’t just beneficial—it’s critical for …
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Customer Success Articles
Why Diversifying Sales Channels Is Key to Customer Success
Leading a customer success team means you’re always focused on ensuring clients have the support they need. Your …
Best Practices
7 Proven Email Strategies for Re-engaging Customers and Preventing Churn
In the high-stakes world of SaaS, every dormant account represents not just a lost opportunity but also a …
SaaS Metrics
12 Key Metrics to Measure Customer Loyalty in SaaS
According to Harvard Business Review, acquiring a new customer is anywhere from five to 25 times more expensive …
SaaS Metrics
Maximizing Customer Retention in SaaS: How Customer Success Transforms Subscription Growth
Customer retention is a game changer for SaaS companies. While attracting new users is important, retaining existing customers …
Webinars and Podcasts
Capacity Planning for CS Teams: Building Scalable Models That Work | Webinar
In this webinar, Irina Cismas, CMO of Custify, sat down with Mikael Blaisdell, Executive Director at the Customer …
SaaS Metrics
Net Revenue Retention: What It Is and How to Calculate It
So many customer success teams today live under constant pressure to up the company’s revenue – with net …
Customer Success Articles
The Customer Success Playbook for Beginner CSMs
When you’re starting out in customer success, it can feel like behind any door you open hides a …
Tools
Salesforce CRM Review for Customer Success: Features, Use Cases, and Alternatives
The world’s #1 AI CRM – that’s Salesforce in a nutshell, and who are we to argue with …
Customer Success Articles
Unlocking Customer Success with Custify: A Powerful Customer Success Platform
Custify is excited to share that its innovative approach to customer success has garnered attention from Research.com, a …
Webinars and Podcasts
Scaling with Purpose: Jeroen Kuiper on Building Customer-Centric Success| Mastering CS – Ep 39
In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at …
Customer Success Articles
Empowering Your Customers: Effective Support Strategies and Communication Management Software
Did you know that 82% of customers stay loyal after a positive service interaction? Yet, only a fraction …
Webinars and Podcasts
How Grant Dutton Built Proactive CS Strategies Through Team Alignment | Mastering CS – Ep 38
Welcome to Mastering CS: Candid Leader Insights! In this episode, Irina Cismas sits down with Grant Dutton, VP …