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how to land your next cs job
Best Practices

Land your Next Customer Success Manager Job with these 3 Tips

4 – min read Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for …

5 CSM Interview Questions
Best Practices

5 Customer Success Manager Interview Questions & How to Answer Them

4 – min read Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and …

How to fight customer success burnout, cs quality of life, work life balance
Best Practices

5 Stress Management Techniques for the Busy Customer Success Professional

3 – min read If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of …

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create a customer centric road map
Customer Centricity

How to Build a Customer Centric Roadmap for Your SaaS Product

4 – min read Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients …

How to fight customer churn
Customer Retention & Churn

How to Fight Excessive Customer Churn: 4 Winning Strategies

4 – min read Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have …

Totango 2021 Product Update Reel, See what Totango released in 2022
Product updates

It’s a Wrap! 2021 Product Highlights in Review

< 1 – min read In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges for 2021 included: Ability to …

how to fight burnout
Best Practices

5 Ways Customer Success Leaders are Fighting Burnout

3 – min read Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important …

Warning Signs of Team Burn Out
Best Practices

Five Warning Signs Your Customer Success Team is Burnt Out

4 – min read In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is …

Customer Success Automation Best Practices
Customer Success

6 Essential Messages for Customer Success Manager Automation

4 – min read Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey …

Customer Loyalty

How to Build Customer Loyalty During the Holiday Season

3 – min read The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, …

Customer Success Insights for 2022
Customer Success

Key Insights to Guide your CS Strategy in 2022

4 – min read  What 2021 Taught SaaS Businesses about Customer Success As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means …

Multidimensional Customer Health, Weighted Health, Customer Success Health Score, Account Health
Customer Health

What Makes a Successful Customer Health Journey?

3 – min read Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers …

agile customer success software
Customer Success

How to Bring Agile Innovation to Customer Success

4 – min read When you bring agile innovation to customer success, you empower your CS strategy with the latest technology. This gains you the ability to implement CS …

time to upgrade your cs software
Best Practices

When Should You Upgrade CS Software?

4 – min read Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade …

key customer success platform integrations, salesforce, hubspot, dropbox, zuora, jira, zendesk, segment, zapier
Customer Success

8 Customer Success Tools to Enhance Your CS Software

3 – min read Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can …

what you should pay your customer success managers
Customer Success

CSM Compensation Plans: Factors that Matter

3 – min read There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect …

elevate customer experience
Customer Experience

The New Normal: Today’s Brand Must Elevate Customer Experience to Compete

4 – min read The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up …

Totango Aruba Webinar questions and answers
Customer Engagement

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

9 – min read What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage …

nps follow up questions, closing the loop
Voice of the Customer

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

7 – min read The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers …

on24, walkme, all-star customer success, totango
Customer Success

5 Tips for Leading an All-Star Customer Success Team

2 – min read Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ …

what to do when a customer ghosts you
Customer Engagement

How to Be a Customer Success Ghostbuster

4 – min read What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and …

nps and customer health are not the same
Voice of the Customer

Why NPS Scoring Isn’t Enough For Customer Success

4 – min read Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring …

customer journey optimization, customer journey mapping, buyer journey optimization
Customer Journey

Customer Journey Optimization: 2021 Beginner’s Guide

5 – min read Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results …

how to respond to angry customers, manage customer escalations
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 …

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 …

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 …

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