Totango CXO Series Featuring Lucid

Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango

2 – min read   As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more …

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Speed up new user onboarding
Onboarding

4 Ways to Speed Up New SaaS Customer Onboarding

6 – min read Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you …

The best B2B client expansion strategy.
Best Practices

The Best B2B Client Expansion Strategy

5 – min read Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you …

Preventing customer churn during a pandemic means following thoughtful strategies.
Customer Retention & Churn

Customer Churn During a Pandemic: What SaaS Companies Need to Know

4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …

Customer Engagement

3 Communications Strategies to Use During a Crisis

3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …

COVID-19’s Effect on Customer Churn - What You Can Do About It in 5 Steps
Best Practices

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps

4 – min read The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to …

QA with SevenRooms VP of Customer Success, Ilana Brown
Customer Success Executives

How SevenRooms Pivoted To Help Support The Hospitality Industry

3 – min read Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. …

Think about how to improve NPS if you have scores below 7.
Customer Engagement

How to Improve NPS: 6 Best Practices for Your CS Team

5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …

sevenrooms uses totango to adapt quickly in uncertain times.
Uncategorized

Top 5 takeaways from Totango’s CXO Series – Virtual Event featuring SevenRooms

2 – min read Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, …

customer-success-soft-skills-active-listenting
Best Practices

5 Ways to More Actively Listen to Customers

3 – min read In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote …

Best Practices

Has anyone talked to your customer today?

3 – min read As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must …

Customer renewal strategies can help you maintain your renewal rates even in economic crisis.
Customer Retention & Churn

3 Customer Renewal Strategies that Work in Uncertain Times

5 – min read The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based …

A good customer success crisis plan can help you maintain relationships with customers and mitigate the effects of a crisis on your employees' productivity.
Customer Retention & Churn

Revising Your Customer Success Crisis Plan

5 – min read Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having …

Retain at-risk customers with a plan to reach practical goals.
Customer Retention & Churn

How to Retain At-Risk Customers When Everyone is At-Risk

4 – min read The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your …

Set your remote customer success team up to be as effective as possible.
Best Practices

5 Best Practices for a Remote Customer Success Team

6 – min read Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In …

Product updates

Get more out of SuccessBLOCS and APIs

2 – min read Hi, We are two months in and finally, we are starting to see the light at the end of the tunnel. While we have been …

Reduce customer churn in SaaS markets by engaging and delivering value.
Customer Retention & Churn

5 Ways to Reduce Customer Churn for SaaS in a Recession

4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …

A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn.
Customer Retention & Churn

You Need a SaaS Churn Analysis ASAP. Here’s Why.

3 – min read A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that …

Customer retention strategies in 2020 are quickly changing and those focused on digital transformation and customer engagement will ultimately retain more customers.
Customer Retention & Churn

The Best Customer Retention Strategies in B2B for 2020

4 – min read Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital …