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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 Ways Customer Success Automation Can Maximize Your CS Team’s Time
5 – min read The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build …
Engaging Customers During COVID-19: How to Cut Through the Noise
3 – min read Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The …
4 Ways to Speed Up New SaaS Customer Onboarding
6 – min read Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you …
The Best B2B Client Expansion Strategy
5 – min read Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you …
Customer Churn During a Pandemic: What SaaS Companies Need to Know
4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …
3 Communications Strategies to Use During a Crisis
3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …
What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps
4 – min read The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to …
How to Improve NPS: 6 Best Practices for Your CS Team
5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …
Has anyone talked to your customer today?
3 – min read As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must …
3 Customer Renewal Strategies that Work in Uncertain Times
5 – min read The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based …
Revising Your Customer Success Crisis Plan
5 – min read Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having …
How to Retain At-Risk Customers When Everyone is At-Risk
4 – min read The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your …
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.
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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.
