Introducing Customer Experience Canvas
March 25, 2022
2 – min read Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but
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How To Ask A Client For A Referral [+ Templates]
7 – min read ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of …
Why is CS hiring so hard? Tips for finding your people
3 – min read As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across …
6 tips for designing customer journeys that deliver value at scale
5 – min read In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple …
Customer Success Team Structure: Four Best Practices
5 – min read Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver …
13 Customer Success Manager Skills to Look for When Hiring
7 – min read Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most …
How customer success teams drive value through collaboration
3 – min read Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, …
Why homegrown tools won’t cut it for scaling customer success programs
3 – min read Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating …
SaaS Tools for Business Growth: Five Essentials You Must Have
7 – min read SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps Software-as-a-Service (SaaS) tools automate your business functions, fueling your growth by increasing efficiency. For customer …
What is Customer Enablement? A Quick Guide for B2B & SaaS
5 – min read Customer Enablement Essentials: What B2B and SaaS Brands Need to Know Customer enablement empowers customers by giving them the resources they need to use your …
Customer Success Dashboard KPIs: Nine CS Metrics To Track
5 – min read Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring …
Customer Success Playbook Tips: Five Proven Tactics
5 – min read Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes A customer success playbook maps out a game plan you can use to automate successful outcomes …
QBR Meeting Agendas: Best Practices for QBR Prep
10 – min read How to Make Your QBR Meeting Agenda Count A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to …
What Is a Quarterly Business Review? Three Keys to a Great QBR
4 – min read What Is a QBR? How to Make Quarterly Business Reviews Count A quarterly business review (QBR) gives you four opportunities per year to showcase the …
QBR in SaaS: Is the traditional QBR dead?
6 – min read Why Your QBR SaaS Model Needs an AI Makeover Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS …
Top 6 Tips for a Successful SaaS Customer Engagement Strategy
8 – min read Six Customer Engagement SaaS Strategies That Work For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive …
B2B Customer Journey Touchpoints CS Teams Need To Plan For
7 – min read B2B Customer Journey Touchpoints: A Guide for CS Teams B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By …
The Ultimate Client Onboarding Checklist for CS Teams
7 – min read A Customer Onboarding Checklist for Successful CS Teams A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate …
Five Best Customer Retention Software Solutions for Customer Success
5 – min read Customer Retention Software Cuts Down Client Churn Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must …
How to Build Client Relationships Digitally: 14 Pro Tips
9 – min read Learn How to Build Client Relationships Digitally: 14 Proven Tactics Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with …
B2B Customer Segmentation: Six Best Practices
7 – min read B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into …
How to Craft the Best Client Onboarding Questionnaire
6 – min read A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key …
The Unique Role of CSMs
3 – min read The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know …
Why Customer Expansion Should Be A Critical Component of Your Growth Strategy
3 – min read Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to …
How the Right CS Platform Can Help You Do More with Less
3 – min read Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales …
Open the Channels of Communication with Your Customers
3 – min read When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical …
Why You Should Throw Out Your CRM
3 – min read Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology …
How to Risk-Proof Your Business with Totango
3 – min read Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your …
It’s Time to Confront Reality: Monitoring Customer Health
3 – min read It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache …
It’s Time to Shift Right
2 – min read It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But …
The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn
4 – min read In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to …
How Customer Loyalty Can Drive B2B SaaS Business Growth
4 – min read Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and …
3 Things CMOs Should Do During an Economic Downturn
3 – min read The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the …
Customer Success in SaaS: A Complete Guide & Best Practices
6 – min read Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique …
3 Things CROs Should Know During an Economic Downturn
3 – min read What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world …
Resolve Escalations and Deepen Customer Relationships with Totango’s New SuccessBLOC
3 – min read You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues …
Why Now is the Time to Invest in Customer Success
2 – min read Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are …
What is Composable Customer Success and Why is it Important for Your Business?
3 – min read If you have a child that loves to play with LEGOs, then you probably know that one of the greatest things about these little interconnecting …
Tips for Navigating Your Customer Success Career Path
4 – min read As we saw in our 2021 State of the Customer Success Industry and Salary Report, the role of Customer Success Manager (CSM) is one of …
How to Scale Your Recurring Revenue Model
3 – min read Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping …
Six Customer Success Email Templates to Save Your CS Team Time
4 – min read Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be …
Latest Totango News
See Why Totango is the Leader in Customer Success Innovation | 2022 Product Roadmap
February 25, 2022
2 – min read Have you seen what Totango is working on? Ravit Danino, our SVP of Product presented our Roadmap to Customer Success
It’s a Wrap! 2021 Product Highlights in Review
December 28, 2021
< 1 – min read In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges
