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. … Continued
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 … Continued
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 … Continued
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 … Continued
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. … Continued
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 … Continued
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, … Continued
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, … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued