customer success team structure example

How to Structure your Customer Success Team

4 – min read What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t …

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5 tips for building customer success team
Customer Success

5 Tips for Building a World-Class Customer Success Team

5 – min read The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of …

the role of chief customer officer cco
Customer Success

The Role of a Chief Customer Officer

4 – min read The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the …

understanding customer centered growth strategy
Customer Success

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

4 – min read Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing …

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how to build a customer early warning system
Customer Retention & Churn

How to Build An Early Customer Warning System

5 – min read Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens …

measure customer loyalty
Customer Loyalty

Measuring Customer Loyalty: 5 Ways to Track It

4 – min read Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again …

boost product adoption totango customer success platform
Customer Onboarding

How to Boost Slow Product Adoption After Onboarding Your Customer

4 – min read Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that …

freemium equals free plus premium
Product Led Growth

What is a Freemium Strategy?

3 – min read A freemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what …

how to automate escalation management
Escalations

How to Automate Escalation Processes for Optimized Customer Experience

3 – min read Escalation processes can determine whether a customer renews or churns. This makes your escalation management strategy a key to effective customer retention. In this blog, …

customer segmentation best practices
Customer Success

What Is Customer Segmentation? Definitions, Uses and Success Tips

5 – min read What is customer segmentation? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss …

Customer Health

What is Customer Health Score?

3 – min read Customer Health Score takes multiple dimensions of customer data measures and consolidates them into a single representation of green, yellow or red. It is a consolidation all the information the company has about the customer, from all probes, people and systems, past and current.

data warehouse integrations
Product updates

Supercharging Your Tech Stack with Totango: Amplify Your Data Warehouse

3 – min read In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. …

TSIA Interact Q&A with Jamie Bertasi
Customer Engagement

Q&A Session: Mastering Scale with Digital Customer Journeys

6 – min read During the live presentation of the Technology & Services Industry Association (TSIA) Interact webinar “Mastering Scale with Digital Customer Journeys”, Totango CCO and COO Jamie …

7 customer engagement ideas
Customer Engagement

7 Great Customer Engagement Ideas

4 – min read Use These Great Customer Engagement Ideas to Increase Retention Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put …

gather customer insights
Customer Insights

How to Gather Customer Insights with CS Software

3 – min read Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better …

improve user adoption
Product Adoption

What Is User Adoption & Strategies to Improve Low Adoption Rates

4 – min read It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product …

tsia interact totango session takeaways
Customer Journey

How to Use Digital Customer Journeys to Scale Your Business

3 – min read We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found …

csm evaluation scorecard
Customer Success

Find the Right Customer Success Platform with our Scorecard Template

4 – min read If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool …

product engagement
Customer Engagement

How to Monitor and Manage Product Engagement

4 – min read Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering …