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May 20, 2020
2 – min read Hi, We are two months in and finally we are starting to see the light at the end of the
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5 Best Practices for a Remote Customer Success Team
6 – min read Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In …
5 Ways to Reduce Customer Churn for SaaS in a Recession
4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …
You Need a SaaS Churn Analysis ASAP. Here’s Why.
3 – min read A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that …
The Best Customer Retention Strategies in B2B for 2020
4 – min read Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital …
Is Customer Retention Management Software Worth It?
4 – min read Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad …
Customer Retention Strategies That Work in Uncertain Times
4 – min read Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand …
6 SaaS Customer Retention Best Practices
5 – min read In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a …
A Customer Churn Analysis Checklist
2 – min read It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more …
6 B2B Customer Segmentation Best Practices
5 – min read The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. While most of us associate …
What’s the Difference Between Customer Success and Customer Experience?
5 – min read You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to …
How to Select a B2B Customer Lifecycle Management Solution
3 – min read Attracting new leads is great—but what then? Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. …
Managing B2B Customer Lifecycle Stages
4 – min read Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way …
How to Use Customer Success Analytics to Your Advantage
4 – min read Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has …
Top 5 Customer Experience Tips to Keep Customers Happy
4 – min read Happiness is a measurable outcome. It is revealed in actions, repeated behaviors, and attitudes. In the case of your customers, it’s most evident in their …
6 Voice of the Customer Best Practices You Should Implement
4 – min read Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and …
How to Fix a High Churn Rate
4 – min read Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to …
Create a Strong Customer Engagement Strategy
3 – min read We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them …
Customer Success vs. Customer Service: How They Work Together
4 – min read A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet …
The Top 7 Customer Success Trends for 2020
4 – min read As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Flexible …
Customer Success and Marketing: How These Teams Collaborate
4 – min read Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical …
How to Create a Customer Success Adoption Plan
4 – min read
Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan.
The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy
4 – min read The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal…
5 Best Practices to Encourage Customer-Centric Growth
4 – min read A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy.
Customer Success vs Account Management: Understanding What Each Team Does
3 – min read Customer success and account management share common goals: Building customer loyalty and driving growth.
What is Customer Retention Management and Why Does it Matter?
4 – min read As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises.
The Top 7 Churn Management Strategies for B2B Enterprises
4 – min read 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 plan.
Understanding the Customer Success Team Structure
5 – min read 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 …
Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together
3 – min read Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide.
Customer Success: Roles Within a B2B Enterprise
3 – min read 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 …
How to Improve Your Customer Expansion Strategy
4 – min read 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 …
How to Perfect Your Customer Onboarding Workflow
4 – min read 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 …
Customer Data Insights: Best Practices for Tracking and Taking Action
4 – min read 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 …
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 …
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 …
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 …
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 …
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. …
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 …
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, …
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 …
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Totango offers more ways to stay aligned with your team and customers
May 1, 2020
< 1 – min read HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing
Kicking off Totango’s Spring Product Release – Belize
April 14, 2020
2 – min read Hi, Two more weeks have gone by, and we are all still at home focusing on keeping our daily routines.
