I’m passionate about customer success and writing great content that people love to read.
6 tips for designing customer journeys that deliver value at scale
Customer Journey

6 tips for designing customer journeys that deliver value at scale

5 – min read In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple …

Customer Success Team Structure
Best Practices

Customer Success Team Structure: Four Best Practices

5 – min read Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver …

13 Customer Success Manager Skills
Customer Success

13 Customer Success Manager Skills to Look for When Hiring

7 – min read Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most …

31% of CS teams are collaborating with Sales
Customer Success

How customer success teams drive value through collaboration

3 – min read Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, …

Customer Success Survey Stat 92%
Customer Success

Why homegrown tools won’t cut it for scaling customer success programs

3 – min read Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating …

SaaS Tools You Need
Best Practices

SaaS Tools for Business Growth: Five Essentials You Must Have

7 – min read SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps Software-as-a-Service (SaaS) tools automate your business functions, fueling your growth by increasing efficiency. For customer …

Customer Enablement
Customer Success

What is Customer Enablement? A Quick Guide for B2B & SaaS

5 – min read Customer Enablement Essentials: What B2B and SaaS Brands Need to Know Customer enablement empowers customers by giving them the resources they need to use your …

Customer Success Dashboard
Customer Success

Customer Success Dashboard KPIs: Nine CS Metrics To Track

5 – min read Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring …

Customer Success Playbook
Customer Success

Customer Success Playbook Tips: Five Proven Tactics

5 – min read Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes A customer success playbook maps out a game plan you can use to automate successful outcomes …

QBR Best Practices
Best Practices

QBR Meeting Agendas: Best Practices for QBR Prep

10 – min read How to Make Your QBR Meeting Agenda Count A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to …

What is a QBR
Best Practices

What Is a Quarterly Business Review? Three Keys to a Great QBR

4 – min read What Is a QBR? How to Make Quarterly Business Reviews Count A quarterly business review (QBR) gives you four opportunities per year to showcase the …

quarterly business review
Best Practices

QBR in SaaS: Is the traditional QBR dead?

6 – min read Why Your QBR SaaS Model Needs an AI Makeover Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS …

Engage B2B SaaS Customers
Customer Engagement

Top 6 Tips for a Successful SaaS Customer Engagement Strategy

8 – min read Six Customer Engagement SaaS Strategies That Work For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive …

B2B Customer Journey Steps
Customer Journey

B2B Customer Journey Touchpoints CS Teams Need To Plan For

7 – min read B2B Customer Journey Touchpoints: A Guide for CS Teams B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By …

client onboarding checklist
Customer Onboarding

The Ultimate Client Onboarding Checklist for CS Teams

7 – min read A Customer Onboarding Checklist for Successful CS Teams A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate …

5 best solutions
Customer Retention & Churn

Five Best Customer Retention Software Solutions for Customer Success

5 – min read Customer Retention Software Cuts Down Client Churn Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must …

Build Client Relationships
Best Practices

How to Build Client Relationships Digitally: 14 Pro Tips

9 – min read Learn How to Build Client Relationships Digitally: 14 Proven Tactics Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with …

B2B customer segmentation
Customer Success

B2B Customer Segmentation: Six Best Practices

7 – min read B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into …

client onboarding questionnaire
Customer Onboarding

How to Craft the Best Client Onboarding Questionnaire

6 – min read A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key …

the unique role of CSMs
Customer Success

The Unique Role of CSMs

3 – min read The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know …

invest in growth
Customer Renewals

Why Customer Expansion Should Be A Critical Component of Your Growth Strategy

3 – min read Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to …

how to do more with less
Customer Success

How the Right CS Platform Can Help You Do More with Less

3 – min read Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales …

how to engage customers
Customer Engagement

Open the Channels of Communication with Your Customers

3 – min read When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical …

Why you should throw out your CRM
Customer Success

Why You Should Throw Out Your CRM

3 – min read Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology …

how to risk-proof your business
Customer Retention & Churn

How to Risk-Proof Your Business with Totango

3 – min read Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your …

Monitor Customer Health
Customer Health

It’s Time to Confront Reality: Monitoring Customer Health

3 – min read It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache …

Shift right
Customer Retention & Churn

It’s Time to Shift Right

2 – min read It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But …

The Customer Success Playbook
Customer Success

The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn

4 – min read In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to …

Why customer loyalty is important
Customer Loyalty

How Customer Loyalty Can Drive B2B SaaS Business Growth

4 – min read Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and …

3 things CMO should do during an economic downturn
Customer Marketing

3 Things CMOs Should Do During an Economic Downturn

3 – min read The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the …

Guide to Customer Success in SaaS
Customer Success

Customer Success in SaaS: A Complete Guide & Best Practices

6 – min read Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique …

3 Things CRO Should Know During Economic Downturn
Customer Journey

3 Things CROs Should Know During an Economic Downturn

3 – min read What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world …

Resolve Escalations SuccesBLOC
Escalations

Resolve Escalations and Deepen Customer Relationships with Totango’s New SuccessBLOC

3 – min read You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues …

Invest in customer success
Customer Success

Why Now is the Time to Invest in Customer Success

2 – min read Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are …

composable customer success
Customer Success

What is Composable Customer Success and Why is it Important for Your Business?

3 – min read If you have a child that loves to play with LEGOs, then you probably know that one of the greatest things about these little interconnecting …

Navigating your customer success career path
Customer Success

Tips for Navigating Your Customer Success Career Path

4 – min read As we saw in our 2021 State of the Customer Success Industry and Salary Report, the role of Customer Success Manager (CSM) is one of …

Recurring Revenue Model
Best Practices

How to Scale Your Recurring Revenue Model

3 – min read Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping …

Customer Success Email Templates
Customer Success

Six Customer Success Email Templates to Save Your CS Team Time

4 – min read Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be …

Totango's Presentation Builder
Best Practices

Simplify Business Reviews with Totango’s Presentation Builder

2 – min read Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. However, …

Product-Led Growth
Product Led Growth

Product-led Growth: What It Is and Why You Need It

5 – min read Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a …

Latest Totango News