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
Customer Success Articles
The CFO’s Guide to Customer Success: Speaking Finance’s Language
As a Customer Success professional, your world revolves around engagement scores, customer health, and adoption metrics. Yet across …
SaaS Metrics
What Is a Product-Qualified Lead (PQL)? PQL vs SQL vs MQL
A product-qualified lead is a lead who has signed up for your product, either through a free trial …
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Best Practices
The UX/UI of a Customer-Facing Knowledge Base: Designing for Self-Service and Retention
A customer-facing knowledge base (KB) isn’t a static FAQ archive; it’s a core product surface that shapes onboarding, …
Webinars and Podcasts
The survival guide for first-time CS leads | Webinar
In this webinar, Irina Cismas, Head of Marketing at Custify, sat down with Irina Vatafu, Head of Customer …
Roundtable
The Ideal Customer Success Team Structure | CS Leaders Debate
When you’re building a customer success team, you need to pay close attention to every detail of your …
Best Practices
Mastering the Product Adoption Curve to Drive SaaS Success
The product adoption curve is already a classic marketing topic – but where did it start? What does …
Webinars and Podcasts
Sara Vera Cruz on Negotiation, Adoption & Cross-Team CS | Mastering CS – Ep 41
In this new episode of the Mastering CS podcast, Irina Cismas, Custify’s Head of Marketing, sits down with …
SaaS Metrics
AI in Customer Success – 10 Most Impactful Tactics to Try Today
Customer success, even from its early beginnings, has positioned itself at the forefront of business tactics. If we’re …
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Webinars and Podcasts
Glenn Debattista on Leadership & Community| Mastering CS – Ep 40
In this new episode of the Mastering CS podcast, Irina Cismas, Custify’s Head of Marketing, sits down with …
Best Practices
Benefits of Customer Centricity: Why You Should Put Customers First
Customer centricity is nothing new. We’ve been talking about it more or less since our blog began. Even …
Best Practices
How to Politely Fire a Customer and Protect Your Reputation
So, you want to break up with a client. I get it. Sometimes, there’s no way around it. …
SaaS Metrics
7 Best Customer Experience Analytics Tools (2025): Features, Use Cases, Pricing
Cutthroat competition in today’s market has set the customer experience above price or product. The numbers support this …
Webinars and Podcasts
The Cost of Free: Rethinking what we charge for in CS | Webinar
In this webinar, Irina Cismas, CMO of Custify sat down with Clare Knight from the Onboarding Lab and …
Customer Success Articles
What Is a Customer Hub and How to Use One for Customer Success
So you heard about customer hubs. They sound great, right? A place to centralize customer data. A key …
Best Practices
Inside the Mind of a Churning Customer: What They Won’t Tell You
Seeing your hard-earned customers drift off the radar into another competitor’s arms is an outcome no brand desires. …
Customer Success Articles
Customer Success Software Comparison: How to Choose the Right Platform in 2025
In software, we’re in the business of delivering digital solutions to a diverse set of customers. Customer success …
Customer Success Articles
Top Things You Cannot Do in Customer Success with a CRM
The relationship between account management, sales, and success has become significantly more well-defined in recent years. Consequently, so …
SaaS Business
How to Make Pricing Changes while Preventing Downgrades and Encouraging Upsells
The SaaS world can be unforgiving. A single, quick decision can lead to 50% annual churn. Another can …
Best Practices
How to Analyze Customer Needs and Meet Them
A customer needs analysis can offer you a treasure trove of information. It can also lead you astray. …
Roundtable
What It Means to Have a Customer Mindset – CS Leaders Answer
Put a few customer success managers in a room and ask them to talk about customer mindset, and …