Have you felt this pinch as a CSM? You want to customize your website for delivering personalization but you are blocked because you do not have the tools to do that. Well, Candu is a tool to enhance an existing web app to deliver incremental changes to a webpage, like, adding sweeteners to enhance the experience and deliver good customer experience. I sat down to discuss about this quite interesting tool that sits at the intersection of customer success and marketing, with the Co-founder and CEO Jonathan. Some key insights from this episode are:  Candu is designed for digital CSM where repetitive conversations can be easily customized and delivered via web pages rather than emails. Candu provides more power to content creator/marketer to deliver value to the user base Account based marketing customizing for specific customers provides a way to complete scale the digital CS approach Such customizations actually doubled the engagement of customers and paved a way for them to stay on Most ideas for customers come from the CS world. Best people to give ideas are the account teams. Why not empower them with tools? A good digital CSM can drive huge growth. It is both an analytics and marketing role. A Good CS is about how we apply the same excitement on NOT what we build last  but what the customer used first. That first excitement. This and a lot more in this insightful episode!