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 …
Webinars and Podcasts
Capacity Planning for CS Teams: Building Scalable Models That Work | Webinar
In this webinar, Irina Cismas, CMO of Custify, sat down with Mikael Blaisdell, Executive Director at the Customer …
SaaS Metrics
Net Revenue Retention: What It Is and How to Calculate It
So many customer success teams today live under constant pressure to up the company’s revenue – with net …
Customer Success Articles
The Customer Success Playbook for Beginner CSMs
When you’re starting out in customer success, it can feel like behind any door you open hides a …
Tools
Salesforce CRM Review for Customer Success: Features, Use Cases, and Alternatives
The world’s #1 AI CRM – that’s Salesforce in a nutshell, and who are we to argue with …
Customer Success Articles
Unlocking Customer Success with Custify: A Powerful Customer Success Platform
Custify is excited to share that its innovative approach to customer success has garnered attention from Research.com, a …
Webinars and Podcasts
Scaling with Purpose: Jeroen Kuiper on Building Customer-Centric Success| Mastering CS – Ep 39
In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at …
Customer Success Articles
Empowering Your Customers: Effective Support Strategies and Communication Management Software
Did you know that 82% of customers stay loyal after a positive service interaction? Yet, only a fraction …
Webinars and Podcasts
How Grant Dutton Built Proactive CS Strategies Through Team Alignment | Mastering CS – Ep 38
Welcome to Mastering CS: Candid Leader Insights! In this episode, Irina Cismas sits down with Grant Dutton, VP …
Customer Success Articles
How to Be a Customer Success Leader? Top CS Professionals Answer
Customer success is one of the most rewarding careers on the rise at this point. More and more …