Totango Blog: Your Guide to Managing the Customer Journey

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Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From …

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Customer Success Trend at TSW Spring 2018 Conference

Customer Success Buzz at TSW Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. TSW buzzed with people who were both in the know …

Totango’s Adding a “Spark” to Customer Health Metrics and Executive Dashboards

We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute …

Totango Releases Spark Customer Success Platform

Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices …

That’s a Wrap! Customer Success Summit 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you couldn’t attend Totango’s 6th annual industry conference, the recordings and presentations are now available here.…

Meet your first wave speakers for Customer Success Summit 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers …

Why I’m sending my team at Google to Customer Success Summit 2018

Written by Dante Otero, Manager, Partner & Customer Experience, Google Cloud Shortly after becoming a customer of Totango earlier this year, I heard about the Customer Success Summit which sounded like a tremendous opportunity to get immersed in Customer Success …

In DNA-CX, Customer Data is now Protected by Totango Shield

Your customers are your most important asset and their data is critical for your business. We’re launching Totango Shield today. Totango Shield provides comprehensive protection for all of your sensitive information in DNA-CX and allows you to automatically comply with internal security policies and …

Join us for Customer Success Summit 2018!

Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy …

How to Measure the Effectiveness of a Customer Health Model – Part 2

Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar …

What is Customer Health Score?

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.

Connect with Totango at TSW Las Vegas!

The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive …

Map Customer Success To Your Global Organization With SuccessTeams

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams. This gives them focus, tailored processes,…

The Vital Role of Customer Success Operations

Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you …

How to Build an Effective Health Model – Part 1

Today we hosted a webinar on Customer Health with our customer, iPerceptions. There has been a TON of interest in this topic, which is why we’re calling it Part 1 of our Customer Health series. For those of you who …

How Zendesk Invested in Customer Success from a Product-First Perspective

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K …

Building Customer Centric Organizations – TSIA Keynote Recap from Customer Success Summit 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas …

How to Nurture Customers During the Long Growth Stage

After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest. Looking at the representation below, customers typically spend 30 days …

Real Customers, Real Experiences – Part III

Part III of this video series of interviews with Totango customers features two companies who used Totango to frictionlessly scale their customer success operations and teams. If your company is at a similar stage, these videos can provide ideas about …

Real Customers, Real Experiences – Part II

Part II of this video series of interviews with Totango customers features two companies who maximized their investment in Totango to solve for specific, but not uncommon, business use cases. See how Totango has proven itself to be a cut …

Real Customers, Real Experiences – Part I

We asked some of our customers how Totango has impacted their businesses and processes since implementation. Each customer has a unique use case and story, and we’re sharing them all. This first group focuses on the experiences of companies who …

Clicktale Achieves Company-Wide Alignment Around the Customer with Zoe

Totango Success Story Clicktale is a customer experience analytics solution that helps businesses deliver exceptional digital experiences to their customers by tapping into the wisdom and behavior of millions of visitors. Becoming a Customer Success Focused Organization In 2015, Clicktale …

How We Drive Change Management at Slack – Keynote Recap from Customer Success Summit 2017

Slack, the messaging app that is designed to connect you to the people and the tools you use everyday to do your work, has shown astronomical growth since 2013 by developing a massively sticky product, with 4M daily active users,…

The Implications of Changing Workforce Demographics – a Keynote Recap from Customer Success Summit 2017

Jobvite is the industry-leading, analytics-driven recruiting platform that helps emerging and enterprise companies hire top talent easily, efficiently, and effectively. With his deep industry knowledge, Dan Finnigan, CEO of Jobvite, presented a keynote at Customer Success Summit 2017 that dives …

The Customer as the Culture: Highlights from our Customer Success Webinar

In this guest post by Claire Burge, CEO and Founder of This is Productivity, a startup that is redefining the future of work, Claire shares key takeaways and discussion points of her conversation with Omer Gotlieb, Co-Founder and SVP of …

Totango Named Finalist for 2017 CODiE Award in Four Categories, Including Best Customer Success Management Solution

Totango has been selected as a 2017 SIIA CODiE Awards finalist in all of the four categories for which it was submitted: Best Customer Success Management Solution, Best Customer Relationship Management Solution, Best Big Data Reporting & Analytics Solution, and …

Customer Health: The Foundation of Customer Success

For recurring-revenue businesses, retention and expansion are the key drivers of growth. To drive success for both of these metrics, an accurate understanding of customer health is crucial. Essentially, the foundation of customer success is an accurate understanding of customer …

Highlights, Best Practices, and Thought-Leadership from Customer Success Summit 2017: Available Now

Customer Success Summit isn’t a one-and-done event. The carefully crafted and curated sessions presented ideas, learnings, and thought leadership that are designed to inspire customer success professionals throughout the year. That is why we make the content of those sessions …

Customer Culture and How to Build it: Upcoming Webinar with Claire Burge

There were dozens of inspiring, cutting-edge presenters at Customer Success Summit 2017. But there’s one in particular that people can’t seem to stop talking about: Claire Burge, CEO of This Is Productivity, and her session: The Future of Work is …

E2C: Enterprise to Customer Growth Strategy

In recurring revenue businesses, the entire company impacts the customer in some way. Often times, employees’ interactions are ad-hoc and siloed within their department, making it impossible to understand how all of the pieces work together to support the customer.…

The How-To’s of Interacting with Zoe in Slack

Here’s the situation. Your Totango administrator has activated your free trial of Zoe in Slack (or they can right now on this page). You’ve thought of some excellent ways to leverage Zoe to put your customer first and make an …

Zoe: A How-To Guide for Everyone in Your Company

Zoe empowers every role and department within an organization to align around the customer, enabling a customer-centric company culture. With the power of Zoe at your fingertips, you can leverage Zoe’s conversational interface to access customer data and get others …

The Industry is Talking…About Zoe

Earlier this year, we went a little crazy (in a good way). We decided that not only were we going to host the leading customer success industry event of the year, the 5th Annual Customer Success Summit; we also decided …

6 Key Takeaways from Forrester Research Guest Webinar on Customer-Centricity

Kate Leggett, VP & Principal Analyst at Forrester Research and leading expert in customer relationship management and customer service strategy, joined Guy Nirpaz, CEO & Co-Founder of Totango, to talk about customer centricity and the technology that is disrupting the …

Impact Step, Latest Feature of Zoe, Enables Cross-functional Engagement in Customer Success

Sign up to customer success with Impact Steps, the latest feature of Zoe that allows diverse groups of employees to organically work together toward the customer cause, enabling a customer-centric company culture. Impact Steps allow anyone within your company to request …

Lessons Learned by our Developers: Implementing Zoe in Slack

Zoe is the new product from Totango that allows everyone in the company to participate in customer success. Zoe’s conversational interface lets employees ask questions about customer data and segments of customer data directly in Slack, as well as create Impact Steps …

Let’s Meetup Next Week at TSW

Technology Services World (TSW). May 1 – May 3 in San Diego at the Hilton San Diego Bayfront. Where thought-provoking leaders, engaged attendees, and cutting-edge vendors converge to talk about current tech trends in the subscription economy that positively impact …

Don’t Miss! Expert-Led Webinar on Disrupting the Customer-Centric Paradigm

Make sure to join us for an in-depth webinar on the technology that is allowing companies to institute a culture of customer-centricity to a degree previously unachievable. Kate Leggett is a leading expert on customer relationship management and customer service strategies.…

True Customer Obsession – I agree with Jeff Bezos

True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer Obsession I was inspired by Jeff Bezos, Amazon CEO, when reading his 2016 Letter to Amazon Shareholders. In …

Totango is the Solution for the Enterprise: Welcoming Jim Coleman and New Enterprise Customers

Totango is in the business of helping enterprise companies achieve customer success excellence, and we recently made two big moves to support this mission. Jim Coleman has joined Totango as the SVP of Customer Success. Jim joins us most recently …