how to respond to angry customers, manage customer escalations

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively

4 – min read For effective customer success, respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a …

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drive product adoption, increase adoption, how to improve user adoption
Product Adoption

Understand What Is Driving Customer Adoption

2 – min read Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding …

How to Get Customer Feedback
Voice of the Customer

Learn How to Get Customer Feedback Easily and Efficiently

4 – min read Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will …


Totango gets $100million in Funding and thanks customers
Totango Company Updates

Growing The Customer Success Category: Totango’s $100M Funding

2 – min read Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time …

Totango Works for You
Customer Satisfaction Survey, Customer Feedback
Voice of the Customer

What Is CSAT and How Can It Help You Improve Satisfaction?

4 – min read What is CSAT, what is it good for and how do you track it and use it? In this post, we’ll focus on this important …

pros and cons of a freemium model
Product Led Growth

Should You Use a Freemium SaaS Model to Sell Your App?

6 – min read The freemium SaaS model, where you offer limited free use of your product to promote a premium version, has become common in the tech industry. …

what influences customer satisfaction
Customer Health

Learn What Influences Customer Satisfaction in Order to Increase Retention

4 – min read Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors …

b2b, client engagement strategies
Customer Engagement

3 Winning B2B Client Engagement Strategies

5 – min read B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in …


how to host a successful qbr
Best Practices

Best Practices to Ensure a Successful Quarterly Business Review

4 – min read A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and …

customer success workflows, artificial intelligence
Customer Success

Artificial Intelligence in Customer Success: Emergence and Outlook

4 – min read Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing …

Convert Freemium to Paid
Best Practices

Freemium Onboarding: How to Convert Free Users into Paying Customers

4 – min read Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they …

7 Digital CX Best PRactices
Customer Experience

7 Digital Customer Experience Best Practices for Higher Satisfaction

4 – min read The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout …

Improve Customer Adoption - 6 ways
Customer Engagement

Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement

5 – min read Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data …

Strategies for communicating with upset customers
Escalations

4 Effective Strategies for Communicating with Upset Customers

4 – min read Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes …

freemium mistakes to avoid
Best Practices

Don’t Make These Frequent Freemium SaaS Mistakes

5 – min read A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. …

bi is the data cs is the brain
Customer Success

Why BI Software is Simply Not Enough for Customer Success Teams

4 – min read Have you ever tried to recreate a meal you had at a restaurant? You went to the store, purchased the ingredients, and then came home …

5 best practices for hiring a csm
Customer Success

5 Best Practices for Hiring a Customer Success Manager

4 – min read Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve …

customer success team structure example
Customer Success

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 …

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 …