The Custify Blog

Resources to build your customer success team & strategy.

SaaS Metrics

Understanding 7 Vanity Metrics in SaaS and How to Avoid Them

Growing your business in the SaaS industry can be challenging. You have to track the numbers and look …

Best Practices

How to Use Customer Scorecards to Measure Customer Success

When your customer base is growing exponentially, it feels like you’re juggling plates. One misstep and everything comes …

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SaaS Metrics

What Is Product-Market Fit? SaaS Metrics, Signals & How CS Helps Achieve It

Product-market fit (PMF) is the non-negotiable milestone of sustainable SaaS growth, but it’s also one of the most …

Roundtable

Managing Customer Escalations: How CS Leaders Handle Complex Interactions

Before we talk about customer escalations, let’s take a step back. Ask yourself: what customer service quality do …

Webinars and Podcasts

Speak so they listen: Communicating CS impact to Execs | Webinar

In this Custify webinar, Irina Cismas sat down with Ramses Bossuyt, CS leadership coach and former VP of …

Best Practices

How to Track Leads Without Losing Sight of Customer Experience

What’s the first thing you think of when considering how to track leads effectively? Is it the quality …

Best Practices

Master Customer POCs: Definition, Steps, and Successful Examples

When a customer is on the fence about a purchasing decision, particularly when it comes to high-touch SaaS …

Guides

SaaS Account Management Guide – Proven Strategies and Best Practices

The role of an account manager has evolved and changed significantly over the last few years. Particularly with …

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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 …

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 …

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 …

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