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Customer Lifecycle

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 …

b2b customer segmentation
Best Practices

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 …

Customer Success vs Customer Experience
Customer Experience

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 …

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What is the right customer success technology and how it can improve your B2B Customer Lifecycle Management?
Customer Lifecycle

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. …

Customer Lifecycle

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 …

customer success analytics
Customer Success

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 …

These customer experience tips are meant to help turn customer expectations into customer happiness.
Customer Experience

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 …

Voice of the Customer best practices turn words into action.
Voice of the Customer

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 …

The first step to fixing a high churn rate is to learn its causes and how to address them.
Customer Retention & Churn

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 …

Customer Engagement

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
Customer Success

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 …

Many of the dominant themes for the coming year and decade address the need to better align enterprise actions with customer goals.
Customer Success

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 marketing
Customer Marketing

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 …

customer success adoption plan
Customer Success

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.

customer success factors
Customer Success

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…

customer centric growth
Customer Centricity

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
Customer Success

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
Customer Retention & Churn

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.

churn management strategies
Customer Retention & Churn

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.

Your CS team members should be assigned a specific role and set of responsibilities that facilitates smooth operations.
Customer Success

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 Success

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.

Customer Success

Customer Success: Roles Within a B2B Enterprise

3 – min read When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the …

Effective customer expansion strategy starts by taking the time to understand your customers goals and provide steps to achieve those marks.
Customer Renewals

How to Improve Your Customer Expansion Strategy

4 – min read Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement …

Customer Onboarding Rocketship Results
Customer Onboarding

How to Perfect Your Customer Onboarding Workflow

4 – min read Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and …

Customer data insights, the key to understanding your customers and their business goals so your team can engage productively, and proactively.
Best Practices

Customer Data Insights: Best Practices for Tracking and Taking Action

4 – min read As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences …

Decreasing time to value is an important goal for onboarding.
Best Practices

Time to Value: Customer Success Best Practices to Help Your Customers Grow

4 – min read Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you …

Customer Success

Your Customer Success Workflow: A Guide to Understanding and Optimizing It

3 – min read The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout …

Customer Lifecycle

Making the Most of the Customer Lifecycle Management Process

4 – min read A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path …

Knowing how to optimize customer retention will help you maintain beneficial relationships long-term.
Customer Retention & Churn

How to Optimize Customer Retention for B2B Enterprises

4 – min read As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business …

Drive customer advocacy by understanding your customers goals and deliver value - they’ll become lasting proponents for your brand.
Customer Success

How to Drive Customer Advocacy

3 – min read Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. …

What does a Customer Success Manager (CSM) do, and how can they improve your customers journey?
Best Practices

The Top 5 Customer Success Manager Best Practices

4 – min read Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They …

Customer satisfaction metrics, particularly NPS scores, are useful for B2B enterprises.
Voice of the Customer

Using Customer Satisfaction Metrics: NPS Best Practices

5 – min read There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, …

Invest time and money to deliver value to your customers, and the ROI returns will come - often in the form of recurring revenue from renewals and upsells.
Customer Success

Customer Success and ROI: How to Improve Revenue

4 – min read The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy, you need to provide …

By implementing customer education best practices that drive the onboarding process, you will set your customers—and your enterprise— up for success.
Customer Onboarding

Customer Education Best Practices for the Onboarding Phase

4 – min read Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer …

Optimize the sales to customer success handoff with clear and easy communication channels.
Customer Success

How to Optimize the Sales to Customer Success Handoff

3 – min read Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready …

A customer success platform can help you identify at-risk customers and take action.
Customer Retention & Churn

How to Identify At-Risk Customers and What to Do About it

4 – min read In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable …

It's a good idea to keep a close eye on product usage metrics.
Customer Insights

The Top 5 Product Usage Metrics for Customer Success Teams

4 – min read Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By …

Building a strong customer success team is the first step to achieving sustainable, long-term growth.
Best Practices

Five Tips for Building a Customer Success Team

5 – min read In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by …

A good customer journey strategy will increase retention and lower churn.
Customer Journey

Develop a Customer Journey Strategy: Examples and Tips

5 – min read Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable …

Customer experience feedback provides valuable information.
Customer Experience

How to Make the Most of Customer Experience Feedback

4 – min read Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No …

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