Customer Success Articles
Customer Churn – The Ultimate Guide with Tactics and Strategies
The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn with examples.
What Is Net Dollar Retention (NDR) and How to Improve it
Best Free and Paid Customer Success Tools Every CSM Should Use
Webinars and Podcasts
How Alexandra Ardelean Brings Process Design and Cultural Intelligence to CS | Mastering CS: Ep 68
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Alexandra Ardelean, Senior Customer … Continued
SaaS Business
Strategies to Increase Revenue in SaaS: 8 Customer-Led Plays for Retention, Expansion, and Growth
Traditionally, when companies seek to increase revenue, they start with the obvious: higher prices, extra fees, new subscription … Continued
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Webinars and Podcasts
How Silvana Prodan Brings Language, Culture, and Critical Thinking to CS | Mastering CS: Ep 67
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Silvana Prodan, Team Lead … Continued
Webinars and Podcasts
How Anne LiCata Builds Trust and Drives AI Adoption in Life Science CS | Mastering CS: Ep 66
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Anne LiCata, VP of … Continued
Webinars and Podcasts
How Vlad Zholnerchuk Builds Technical Customer Success in Healthcare | Mastering CS: Ep 65
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Vlad Zholnerchuk, CS Team … Continued
Webinars and Podcasts
How Kiko RodrÃguez Moreno Does Customer Success in Cybersecurity | Mastering CS: Ep 64
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Kiko RodrÃguez Moreno, Customer … Continued
SaaS Metrics
NPS Benchmarks: 5 Mistakes CS Teams Make When Reading the Score
NPS benchmarks vary significantly by business model, survey language, and customer segment, yet most CS teams compare their … Continued
Webinars and Podcasts
How Dylan Berno Is Building a Signal-Driven CS Function at Coast | Mastering CS: Ep 63
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Dylan Berno, Head of … Continued
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Tools
16 Best Sales Enablement Software Solutions
Sales enablement tools are platforms designed to help throughout the sales process, assisting the sales team in increasing … Continued
Webinars and Podcasts
How Sarah Chipps Scaled Customer Success Through Specialization and Systems | Mastering CS: Ep 62
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Sarah Chipps, Manager of Customer … Continued
Webinars and Podcasts
How Mark Rocklin Builds CS Operations and Lasting Customer Relationships | Mastering CS: Ep 61
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Mark Rocklin, Director of … Continued
Webinars and Podcasts
How Beatriz Toledo Builds Trust and Drives Adoption in Nonprofit CS | Mastering CS: Ep 60
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Beatriz Furlan Toledo, Customer … Continued
SaaS Metrics
How Ebba Klementsson Built Customer Success from Scratch at Refapp | Mastering CS: Ep 59
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Ebba Klementsson, Customer Success … Continued
Webinars and Podcasts
How Agathe Nivet Thinks About Onboarding as a Value Driver | Mastering CS: Ep 58
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Agathe Nivet, Customer Success … Continued
Webinars and Podcasts
How Alex Frunza Leads Customer Success in Enterprise Automation | Mastering CS: Ep 57
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Alex Frunza, Head of … Continued
Webinars and Podcasts
How Porter Williams Built a Customer Success Adoption Framework at BrightHire | Mastering CS: Ep 56
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas reconnects with Porter Williams, VP of Customer … Continued
SaaS Metrics
Spotting churn before the dashboard does | Webinar
In this session, Irina Cismas, Head of Marketing at Custify, was joined by Gillian Stringer, Senior Client Partner … Continued
Webinars and Podcasts
How Hana Gruzman Builds CS Operations and Enablement at Agora | Mastering CS: Ep 55
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Hana Gruzman, CS Operations … Continued
SaaS Metrics
Ready-to-Use Customer Health Score Templates for Customer Success
Customer health score templates help customer success managers make sense of customer signals and highlight the most important, … Continued
Webinars and Podcasts
How Advi Bishnoi Builds Customer Success Through Community and Consulting | Mastering CS: Ep 54
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Advi Bishnoi, Head of … Continued