Product updates

Merry Christmas and Happy New Year

2 – min read Product update 22, 2019 Campaign  The holiday season is the best time of the year! It is full of celebration and also gives us an …

Decreasing time to value is an important goal for onboarding.
Best Practices

Time to Value: Customer Success Best Practices to Help Your Customers Grow

4 – min read Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you …

Customer Success

Your Customer Success Workflow: A Guide to Understanding and Optimizing It

3 – min read The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout …

Customer Lifecycle

Making the Most of the Customer Lifecycle Management Process

4 – min read A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path …

Knowing how to optimize customer retention will help you maintain beneficial relationships long-term.
Customer Retention & Churn

How to Optimize Customer Retention for B2B Enterprises

4 – min read As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business …

Drive customer advocacy by understanding your customers goals and deliver value - they’ll become lasting proponents for your brand.
Customer Success

How to Drive Customer Advocacy

3 – min read Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. …

What does a Customer Success Manager (CSM) do, and how can they improve your customers journey?
Best Practices

The Top 5 Customer Success Manager Best Practices

4 – min read Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They …

Totango Fall 2019 Release - Sedona
Product updates

Product updates November 26, 2019 – Sedona is here

< 1 – min read Hi,  Today, our Ibiza experience is available for all Totango users. This week is also very exciting as many of us start the holiday season …

Customer satisfaction metrics, particularly NPS scores, are useful for B2B enterprises.
Best Practices

Using Customer Satisfaction Metrics: NPS Best Practices

5 – min read There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, …

Invest time and money to deliver value to your customers, and the ROI returns will come - often in the form of recurring revenue from renewals and upsells.
Best Practices

Customer Success and ROI: How to Improve Revenue

4 – min read The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy, you need to provide …

By implementing customer education best practices that drive the onboarding process, you will set your customers—and your enterprise— up for success.
Best Practices

Customer Education Best Practices for the Onboarding Phase

4 – min read Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer …

Award

Congratulations to the 2019 Customer Success Hero Award Team Winners

2 – min read In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition …

Optimize the sales to customer success handoff with clear and easy communication channels.
Customer Journey Mapping

How to Optimize the Sales to Customer Success Handoff

3 – min read Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready …

How are User Engagement and Retention Related? It’s simple: engaged users are more likely to stick with your brand.
Product updates

Introducing Destination Pages for Dynamic Customer Success | November 11th, 2019

2 – min read Hi,  We have been hard at work and are excited to share our latest engagement feature with you! Introducing Destination Pages for Dynamic Customer Success …

A customer success platform can help you identify at-risk customers and take action.
Best Practices

How to Identify At-Risk Customers and What to Do About it

4 – min read In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable …

It's a good idea to keep a close eye on product usage metrics.
Metrics

The Top 5 Product Usage Metrics for Customer Success Teams

4 – min read Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By …

Building a strong customer success team is the first step to achieving sustainable, long-term growth.
Best Practices

Five Tips for Building a Customer Success Team

5 – min read In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by …

Product updates

Totango IBIZA Product Updates | October 28th, 2019

< 1 – min read Totango Product Updates | October 28, 2019 Today we are excited to bring you the final sprint from IBIZA, and are happy to share that …

A good customer journey strategy will increase retention and lower churn.
Best Practices

Develop a Customer Journey Strategy: Examples and Tips

5 – min read Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable …

Customer experience feedback provides valuable information.
Customer Experience

How to Make the Most of Customer Experience Feedback

4 – min read Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No …

Get ahead of the customer experience by providing your teams with the best tools and standardized processes.
Best Practices

Proactive Customer Success Strategies that will get You Ahead of the Game

4 – min read Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding …

Product updates

Totango IBIZA Product Updates | October 7th, 2019

< 1 – min read We are excited to release more content on our journey to IBIZA. We’re almost there, hold tight! 🙂  Create Accounts via Rapid Insights Forms We …

Totango Personalized Engagements
Customer Engagement

Why You Need Personalized Customer Engagements

4 – min read When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique …

Optimize the customer journey to map out the stages of customer progression and identify ways to add customer value along the way.
Customer Journey Mapping

A Guide to Customer Journey Optimization

5 – min read Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to …

Totango Award Winner
Award

Totango Awarded Best SaaS Customer Success by APPEALIE

< 1 – min read September 26, 2019 Yesterday at the 2019 APPEALIE SaaS Conference in San Francisco, Totango was named the winner of the 2019 APPEALIE Award for Best …

How are User Engagement and Retention Related? It’s simple: engaged users are more likely to stick with your brand.
Customer Engagement

How are User Engagement and Retention Related?

3 – min read It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. …

What is the cost difference associated with attaining a new customer versus keeping a new one, and how do you optimize both?
Customer Retention & Churn

Customer Retention vs New Customer Acquisition: How Do You Optimize Both?

4 – min read Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey.  It’s important to keep that perspective in …

Product updates

Totango IBIZA Product Updates | September 23rd, 2019

< 1 – min read Totango Product Updates | September 23, 2019 First, I would like to start by thanking all of you who joined us for a  great Customer …

Company updates

What I Learned from Customer Success Summit 2019

3 – min read 5 Fun Memories That Made This An Event I Won’t Forget Customer Success Summit – Team Edition wrapped up last Friday in New York City. …

How can customer-centric enterprises use customer data to their advantage?
Best Practices

The Best Customer-Centric Uses of Data

4 – min read Becoming customer-centric—putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track …

There are many benefits to using a customer data platform.
Customer Data Platform

The Customer Data Platform Benefits You Should Know

4 – min read Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say …

Create standardized, actionable steps for your Customer Success teams based on your customer journey insights.
Best Practices

How to Make the Most of Customer Journey Insights

4 – min read If you want to make your business customer-centered, you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business …

Customer Lifetime Value

How to Calculate Customer Lifetime Value

4 – min read To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new …

Product updates

Totango IBIZA Product Updates | September 9th, 2019

< 1 – min read Totango Product Updates | September 9, 2019 Introducing Agenda, an enhanced experience for your team to manage their work and control their time. Portfolio managers …

Regular, effective customer engagement will help your customers realize value.
Customer Engagement

Why is Customer Engagement Important and Valuable?

4 – min read The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You …

Customer retention optimization strategies will help you increase customer lifetime value.
Customer Retention & Churn

Customer Retention Optimization Strategies to Keep Customers Long-Term

4 – min read Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales …

Explore the importance of communication when it comes to increasing customer lifetime value (CLV).
Best Practices

Exploring the Importance of Customer Lifetime Value

4 – min read In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer …

Product updates

More on IBIZA, Totango Product Updates | August 26, 2019

2 – min read Continuing on the journey of providing more value to Portfolio managers, this sprint we are releasing set of features to help drive productivity. Information Request …

Follow these customer satisfaction best practices to boost retention.
Best Practices

Customer Satisfaction Best Practices You Need To Know

5 – min read When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product …

Adoption

How to Measure User Adoption and Increase Your Rates

5 – min read Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the …

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