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 …
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 …
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 …