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 …
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 (2026): 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 2026
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 …
SaaS Metrics
Understanding SaaS Metrics: URR and ACV Explained
In the world of SaaS, understanding business data is mission-critical. However, while everyone talks about churn rate, MRR, …
Best Practices
11 Most Powerful AI Tactics for Customer Retention
With so much AI around us, it can be confusing to separate the good from the bad. Today, …