The Top 4 Causes of Customer Churn and How to Address Them
In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread
The Ultimate Guide to Creating a Customer-Centric Culture
Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of
The Most Important Customer Success KPIs You Should Be Tracking
Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they're looking for. But how can you tell if your customer success team's hard work is paying off? One way is to use key performance indicators
The Top Three Ways to Improve Customer Engagement and Loyalty for Enterprises
Customer loyalty is priceless. If you retain customers, they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate
The Top 5 Customer Onboarding Metrics and How to Leverage Them
Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer
How to Calculate Your Customer Renewal Rate
Renewal is about a consistent revenue basis. The rate at which your customers extend their relationship with you determines how fast and how far your enterprise can grow. As such, being able to accurately calculate your renewal rate gives you
Grow Customer Relationships: Strategies for Long-Term Success
The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that
How to Increase Product Adoption Rates: Tips for SaaS Enterprises
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends
The Complete Guide to Improving Your Customer Success Health Score
An illuminated “check engine” light is scary because it doesn’t offer any solution. There could be any number of reasons why that little beacon has been lit. For many, “check engine” may as well just say “car broken”—and that’s terrifying. The
How to Calculate and Improve Your Customer Retention Rate
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. To retain customers, companies must make the customer experience better and ensure customers never stop
The Most Important Customer Success Metrics to Track and How to Improve Them
Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if
How to Map the Customer Journey Stages to Foster Lifetime Value
From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of
The Top 5 Customer Escalation Best Practices You Need to Know
Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing—impending churn. Scary as they can be, however, customer complaints can actually be beneficial. Today’s customer-centered economy has increased customer expectations and left them only a click
Understanding Customer Success: Growth Driven by the Customer-Centered Economy
In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized
7 Customer Success Team Goals for Your Enterprise in 2019-2020
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding
How to Calculate Adoption Rate and its Impact on Customer Lifetime Value
If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the product, they’ll never see the value of their investment. And without a clear return in
How to Handle Customer Escalations in the New Customer-Centered Economy
Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels
A Customer Onboarding Checklist for the Digital Era
When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to
The 5 Best Strategies to Win Back Lost Customers for Your Enterprise
Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. Today’s
5 Best Practices for Effective Customer Escalation Management
Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service
The User Adoption Metrics That Matter for Your Customer Success Team
Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy, there’s nothing more important
6 Customer Onboarding Strategies Your Success Team Must Implement
It’s a familiar story. You’ve won a great new customer and it seems like it’s time to celebrate. But then they don’t fully adopt your product or service, and they stop buying or unsubscribe. What went wrong? Some companies don’t realize
Totango Welcomes Seasoned Industry Leaders to Executive Team
Last year, we experienced record business growth—we more than doubled our revenue and customer base, tripled our engineering and support staff, introduced Totango Spark, a next generation flagship customer success solution, and announced a go-to-market partnership with SAP among many
Successful Winback Campaign Examples for Your Customer Success Team
In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. But, as John F. Kennedy once noted, within each
5 SaaS Renewal Process Best Practices for Customer Retention
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an
Reducing Churn: ROI-Focused SaaS Strategies for Customer Success
Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control
SaaS Customer Engagement Metrics That Can’t Be Ignored
Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual
Customer Relationship Management System Features: What a CRM Includes and What It Doesn’t
We’re living in the age of the recurring revenue business, and in this increasingly digital economy, enterprises succeed by nurturing customer relationships over the entire lifecycle. Such an approach takes time, dedication and attention to detail, but it’s worth it.
Customer Engagement Solutions for the Customer-Centered Economy
Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that
Proven SaaS Customer Success Best Practices to Increase Lifetime Value
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it
The 6 Best Ways for Building SaaS Customer Loyalty
Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater
The 5 Best Customer Retention Strategies for Subscription Businesses
The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The
4 Features Your Digital Customer Engagement Platform Must Have
At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in
How to Beat the Average Churn Rate for Subscription Service Enterprises
When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your
5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI
‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both
Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area
The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in
Highlights from TSW ‘18 in Las Vegas
We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from
SAP CX LIVE Recap, General Availability of Spark, and Upcoming Webinars
We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! First off, we are pleased to announce Totango Spark, our flagship software platform is now available. Spark guides enterprises through the successful
Totango Hosts Interactive Lunch for Customer Success Thought Leaders in NYC
Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. Four topics stood out from the discussion: enabling
Meet Totango at Chief Customer Officer Fall 2018 Conference
The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the leading Customer Success solution, is participating at this year’s conference where the topics consists of