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 …
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, …
Webinars and Podcasts
Escalated: How CS leaders tackle real customer crises | Webinar
In this webinar, Irina Cismas, Head of Marketing at Custify, sat down with Matt Woodward, VP of Client …
Best Practices
CSM’s Guide to Creating a Joint Success Plan
Joint success plans are becoming more and more popular. But are they just another buzzword or something you …
Tools
Top Collaboration Tools for Customer Success Teams Working Remotely
Customer success teams are one of the roles that can be easily done remotely. However, there are some …
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 …
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 …