Customer Success vs Account Management: Understanding What Each Team Does
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate
What is Customer Retention Management and Why Does it Matter?
As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management
The Top 7 Churn Management Strategies for B2B Enterprises
You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery
Bentley Doubles Down on Customer Success with Totango’s New Dynamic Assignment Solution
This week, Totango launched Dynamic Assignment, a new innovation that taps into a fluid group of specialists throughout the enterprise and matches their expertise with the specific needs of customers. Dynamic Assignment automates this matching process, enabling enterprises to effectively
Understanding the Customer Success Team Structure
The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals.
Product Update January 20, 2020 Campaign
Winter is here, and we all definitely feel it! It’s 36 degrees outside where I’m based in California, and I know it's much colder for many of you. This is the right time for us to close on Sedona with
Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the
Totango Announces Dynamic Assignment
At Totango we strive to deliver cutting-edge approaches to the challenges facing the Customer Success industry. Today we are thrilled to announce our latest innovation, Totango Dynamic Assignment. This groundbreaking capability allows organizations to assign customer-focused work to team members
Customer Success: Roles Within a B2B Enterprise
When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring
How to Improve Your Customer Expansion Strategy
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather,
Opening 2020 with Totango
Product update Jan 7, 2020 Happy New Year! I hope you all had a great time celebrating the new year with friends and family. At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value
How to Perfect Your Customer Onboarding Workflow
Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Your customer
Customer Data Insights: Best Practices for Tracking and Taking Action
As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far