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Knowing how to calculate retention rate is a vital skill for customer success teams.
Customer Retention & Churn

How to Calculate and Improve Your Customer Retention Rate

5 – min read Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. …

deliver value at each stage of the customer journey
Customer Journey

How to Optimize Customer Journey Stages to Deliver Consistent Value

7 – min read Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how …

3 keys to renewals
Customer Renewals

Three Keys to Increasing Customer Renewals

8 – min read This happens to you more often than you’d like to admit. Your sales team lands a new customer with great potential. You work hard at …

essentials for selecting a customer success platform
Business Continuity

6 Essentials When Selecting Customer Success Tools

4 – min read Customer success tools can help you increase your revenue by promoting client satisfaction and retention. To get the results you want, it’s important to invest some time …

Customer Insights

5 Crucial Customer Satisfaction KPI Scores to Track

6 – min read Know the Most Important Customer Satisfaction KPI Metrics to Monitor Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely …

CRMs and Customer Success Platforms, Supercharge your Tech Stack
Customer Success

Supercharging Your Tech Stack: The Relationship Between Your Customer Success Platform and CRM

3 – min read This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango …

understand why customers churn
Customer Retention & Churn

What Is Customer Churn?

3 – min read What is customer churn? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need …

7 step customer success strategy
Customer Retention & Churn

7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention

7 – min read A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your …

2021 Best Software Award G2
Totango Company Updates

Totango Honored with G2 2021 Best Software Company Award

2 – min read Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software …

Totango Build the Business Case for Customer Success
Customer Success

How to Build the Business Case for Customer Success

5 – min read Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for …

Customer Success Plans
Customer Success

Customer Success Plans Promote Client Satisfaction

4 – min read Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, …

Totango Playbook
Customer Success

Playbooks for Customer Success Promote Satisfied Clients

4 – min read When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client …

Totango Churn Prevention
Customer Retention & Churn

Proactive Churn Prevention Promotes Customer Retention

7 – min read Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on …

Cisco CX Specialization Certification Takeaways
Customer Experience

Top 5 Takeaways from the Cisco Customer Experience Specialization Certification

4 – min read   Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s …

New Trends in Customer Success 2020
Customer Success

New Trends in Customer Success You Need to Know About in 2021

4 – min read Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends …

Why Customer Success is Important
Customer Success

Why Customer Success Is So Important and How to Promote It

5 – min read Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your …

Inspire Customer Loyalty with Totango
Customer Loyalty

7 Best Digital Customer Journey Steps to Inspire Loyalty

4 – min read Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able …

Customer Success Target
Customer Success

Customer Success Team Accountability Gets You Closer to Your Goals

3 – min read Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when …

Totango 2020 State of Customer Success and Salary Survey
Customer Success

Customer Success Salary Report for 2020: What Factors Impact the Bottom Line?

5 – min read Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another …

How to prevent customer churn
Customer Retention & Churn

How to Prevent Customer Churn

4 – min read Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared …

What is customer 360
Customer Success

What is Customer 360 and How Does it Affect Customer Success?

4 – min read Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily …

digital onboarding icon
Customer Onboarding

The Digital Onboarding Process Decreases Your Implementation Timeline

5 – min read It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is …

Man holding lightbulb
Customer Success

How Customer Success Technology Tackles the Top CS Challenges

6 – min read Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business …

Create a customer success plan
Customer Success

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

4 – min read A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome …

Data-driven customer engagement SAP
Customer Engagement

How Data-Driven Customer Engagement Drives SAP’s Customer First Vision

4 – min read When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a …

Customer onboarding best practices
Customer Onboarding

7 Customer Onboarding Best Practices

6 – min read Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, …

escalation management framework
Customer Retention & Churn

Escalation Management Framework Techniques to Put into Action Now

5 – min read When operating within a customer-centered economy, maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly …

measuring customer experience
Customer Experience

Measuring Customer Experience: How to Collect the Right Data and Act on It

4 – min read It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship …

Customer data platform benefits
Customer Insights

Customer Data Platform Benefits: How to Make the Most of Them

5 – min read As business becomes increasingly digitized and competitive, customer engagement that makes clients feel valued and appreciated becomes more critical. Covid-19 adds another complicating factor—a heightened …

Turning customers into advocates
Customer Loyalty

7 Strategies for Turning Customers into Advocates

5 – min read Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine …

totango image
Customer Retention & Churn

How to Improve Customer Retention—Even During a Pandemic

6 – min read Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going …

Customer success vs. customer support: what is the difference
Customer Success

Customer Success vs. Customer Support: What Are the Differences?

4 – min read Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a …

Customer retention during economic downturns
Customer Retention & Churn

Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?

5 – min read The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and …

Choosing a Customer Engagement Model
Customer Engagement

How to Choose a Customer Engagement Model

4 – min read Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital …

Measure the Lifetime Value of SaaS Customers
Customer Lifetime Value

How to Measure the Lifetime Value of SaaS Customers

4 – min read Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, …

Customer success at scale
Customer Success

Customer Success at Scale: Using CS Automation to Do More With Less

3 – min read In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to …

How to create value for customers
Customer Experience

Creating Value for Customers: How to Help Customers Thrive

5 – min read Making your customers successful is ultimately about delivering value—you can create value for your customers by placing them in a position to grow their enterprise …

Build a product adoption strategy
Customer Engagement

Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement

5 – min read Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of …

Tracking metrics is a great way to improve your customer success efforts.
Customer Success

The Most Important Customer Success Metrics to Track and How to Improve Them

5 – min read Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This …

Stakeholder engagement best practices
Customer Engagement

5 Stakeholder Engagement Best Practices to Improve Customer Communication

5 – min read Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide …

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