The Top 5 Customer Escalation Best Practices You Need to Know
Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing—impending churn. Scary as they can be, however, customer complaints can actually be beneficial. Today’s customer-centered economy has increased customer expectations and left them only a click
Totango Launches Customer Advisory Board to Drive Industry-Wide Innovation for Customer Success
Leaders in Customer Centered Economy to Convene at First Meeting During Upcoming Customer Success Summit - 2019 Global Executive Forum SAN MATEO, Calif. – March 26, 2019 – Totango, Inc., the leader in customer success for the enterprise, today announced the
Understanding Customer Success: Growth Driven by the Customer-Centered Economy
In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized
7 Customer Success Team Goals for Your Enterprise in 2019-2020
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding
A New Partnership with Oracle: Enabling Enterprises to Compete and Win in Today’s Customer Centered Economy
We’re unequivocally focused on building the best possible technology to deliver business results, quickly and easily across large global teams. In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer
How to Calculate Adoption Rate and its Impact on Customer Lifetime Value
If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the product, they’ll never see the value of their investment. And without a clear return in
How to Handle Customer Escalations in the New Customer-Centered Economy
Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels
A Customer Onboarding Checklist for the Digital Era
When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to
February Release Roundup
In February we had three releases focused on two main themes: scale management and enterprise-grade customization. The new features and enhancements are designed to help you scale your operations and create a better experience for your users. Scale Management Stay Organized
The 5 Best Strategies to Win Back Lost Customers for Your Enterprise
Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. Today’s
5 Best Practices for Effective Customer Escalation Management
Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service