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
SaaS Metrics
How to Calculate and Increase Your Customer Growth Rate
In customer success, we tend to look a lot at churn, retention, and revenue growth, but we often …
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 …
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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 …
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 …
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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 …
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 …