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
Don’t Miss the CRM Event of the Year: SAP Customer Experience LIVE
https://youtu.be/XSFwLX9viOU Join Totango at SAP Customer Experience LIVE in Barcelona! In today’s world, customers expect tangible value from their relationships with vendors; businesses need to generate profits and growth. To meet both customer needs and business demands, companies not only need a
Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth
According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From
Totango Welcomes personity.ai to the Team
Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. We
Customer Success Trends at TSW Spring 2018 Conference
Customer Success Buzz at TSW Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. TSW buzzed with people who were both in the know and
Totango’s Adding a “Spark” to Customer Health Metrics and Executive Dashboards
We understand your need to get results faster. That’s why we’ve launched Spark - the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute
Totango Releases Spark Customer Success Platform
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices
That’s a Wrap! Customer Success Summit 2018
This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you couldn’t attend Totango’s 6th annual industry conference, the recordings and presentations are now available here. #CSSummit18
Meet your first wave speakers for Customer Success Summit 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers
Why I’m sending my team at Google to Customer Success Summit 2018
Written by Dante Otero, Manager, Partner & Customer Experience, Google Cloud Shortly after becoming a customer of Totango earlier this year, I heard about the Customer Success Summit which sounded like a tremendous opportunity to get immersed in Customer Success for
In DNA-CX, Customer Data is now Protected by Totango Shield
Your customers are your most important asset and their data is critical for your business. We're launching Totango Shield today. Totango Shield provides comprehensive protection for all of your sensitive information in DNA-CX and allows you to automatically comply with internal security policies and
Join us for Customer Success Summit 2018!
Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy
How to Measure the Effectiveness of a Customer Health Model – Part 2
Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar
Connect with Totango at TSW Las Vegas!
The Totango team is headed to Las Vegas to talk customer success at TSIA's Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don't miss us at booth #26 and read below for info on our exclusive
The Vital Role of Customer Success Operations
Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a