Totango Blog: Your Guide to Managing the Customer Journey

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The 6 Best Ways for Building SaaS Customer Loyalty

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater …

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The 5 Best Customer Retention Strategies for Subscription Businesses

The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention.…

4 Features Your Digital Customer Engagement Platform Must Have

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in …

How to Beat the Average Churn Rate for Subscription Service Enterprises

When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your …

5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of …

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in …

Highlights from TSW ‘18 in Las Vegas

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth …

SAP CX LIVE Recap, General Availability of Spark, and Upcoming Webinars

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! First off, we are pleased to announce Totango Spark, our flagship software platform is now available. Spark guides enterprises through the …

Totango Hosts Interactive Lunch for Customer Success Thought Leaders in NYC

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. Four topics stood out from the discussion:…

Meet Totango at Chief Customer Officer Fall 2018 Conference

The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the leading Customer Success solution, is participating at this year’s conference where the topics consists of …

Don’t Miss the CRM Event of the Year: SAP Customer Experience LIVE

Join Totango at SAP Customer Experience LIVE in Barcelona! In today’s world, customers expect tangible value from their relationships with vendors; businesses need to generate profits and growth. To meet both customer needs and business demands, companies not only need …

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 …

Totango Welcomes personity.ai to the Team

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. We …

Customer Success Trends 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 …

Customer Health Score: What is it and Why You Should Start Using It

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 …

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 …