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Retaining current customers ultimately leads to higher profits.
Best Practices

The Relationship Between Customer Retention and Profitability Explained

4 – min read Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more …

Nurturing the customer relationship is at the heart of a customer-centered enterprise.
Best Practices

Why You Should Focus on Nurturing the Customer Relationship

3 – min read The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably …

Importance of focusing on current customers, high customer retention.
Best Practices

Understanding the Importance of Customer Retention

3 – min read You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain …

Tips to improve your customers experience.
Best Practices

3 Tips for Improving the Enterprise Customer Experience

4 – min read What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without …

Modern enterprises need to adopt a customer-centric approach.
customer centric enterprise

The Top 5 Customer-Centric Goals for an Enterprise

4 – min read These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next …

Customer Lifetime Value

The Benefits of Customer Lifetime Value: Why It Matters

4 – min read What do America’s longest running companies all have in common? They focus on the big picture: customer lifetime value. If you want your business to …

Knowing how to gather customer insights is critical for business success.
Best Practices

How to Gather Customer Insights with CS Software

3 – min read Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. …

These best practices will help you fix and prevent low user adoption.
Adoption

What to Do About Low User Adoption

4 – min read It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product …

Onboarding is a critical phase for customer success teams.
Best Practices

How to Onboard New Clients in the Customer-Centered Economy

5 – min read Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably …

The right software can help you solve any customer success challenges.
Customer Success

The Top 3 Customer Success Challenges and How to Beat Them

3 – min read If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is …

Set the stage for the customer renewal process long before the deadline.
Best Practices

Making the Most of the Customer Renewal Process

4 – min read Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the …

Voice of the Customer data is incredibly useful for customer success teams.
Customer Engagement

What is Voice of Customer and How Can You Leverage It?

5 – min read According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, …

Customer engagement objectives help your team stay on track.
Best Practices

Customer Engagement Objectives You Should Keep in Mind

3 – min read When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer …

Upsells should only be pursued when they make sense for the customer.
Renewals

Customer Success and Upsells: How to Make the Most of Opportunities

3 – min read When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. …

The best way to stop churn is to take proactive preventative measures.
Customer Retention & Churn

The Top 4 Causes of Customer Churn and How to Address Them

4 – min read 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 …

A customer-centric culture is needed is today's economy.
Best Practices

The Ultimate Guide to Creating a Customer-Centric Culture

4 – min read 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 …

The right customer success KPIs can reveal important insights.
Best Practices

The Most Important Customer Success KPIs You Should Be Tracking

4 – min read 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 …

Customer Engagement

The Top Three Ways to Improve Customer Engagement and Loyalty for Enterprises

4 – min read 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 …

Onboarding

The Top 5 Customer Onboarding Metrics and How to Leverage Them

4 – min read 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 …

Renewals

How to Calculate Your Customer Renewal Rate

4 – min read 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 …

grow customer relationships
Best Practices

Grow Customer Relationships: Strategies for Long-Term Success

4 – min read 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 …

Adoption

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

4 – min read 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 health scores give you an at-a-glance picture of where your customer stands.
Best Practices

The Complete Guide to Improving Your Customer Success Health Score

4 – min read 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 …

Knowing how to calculate retention rate is a vital skill for customer success teams.
Customer Retention & Churn

How to Calculate and Improve Your Customer Retention Rate

3 – min read 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. …

Tracking metrics is a great way to improve your customer success efforts.
Customer Success

The Most Important Customer Success Metrics to Track and How to Improve Them

4 – min read 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 …

Mapping the customer journey will make it easier to provide ongoing value.
Customer Journey Mapping

How to Map the Customer Journey Stages to Foster Lifetime Value

4 – min read 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 …

These tips will help you resolve customer escalations quickly and effectively.
Escalations

The Top 5 Customer Escalation Best Practices You Need to Know

4 – min read 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 …

Adjusting to the customer-centered economy means nurturing long-term growth for customers.
Customer Success

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

3 – min read 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 …

Setting goals will help your customer success team stay on track.
Best Practices

7 Customer Success Team Goals for Your Enterprise in 2019-2020

4 – min read 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. …

The product adoption rate metric will help you measure the success of your campaign.
Adoption

How to Calculate Adoption Rate and its Impact on Customer Lifetime Value

4 – min read 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 …

Customer success software makes it easier to handle customer escalations.
Escalations

How to Handle Customer Escalations in the New Customer-Centered Economy

4 – min read 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 …

Following these best practices will help make your onboarding process a success.
Best Practices

A Customer Onboarding Checklist for the Digital Era

4 – min read 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 …

Best Practices

The 5 Best Strategies to Win Back Lost Customers for Your Enterprise

4 – min read 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 …

Best Practices

5 Best Practices for Effective Customer Escalation Handling

4 – min read 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, …

Tracking user adoption metrics will help you make sure your customers are getting value from your product.
Adoption

The User Adoption Metrics That Matter for Your Customer Success Team

4 – min read 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 …

The onboarding phase is a critical one, so be sure you follow these best practices.
Onboarding

6 Customer Onboarding Strategies Your Success Team Must Implement

4 – min read 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 …

Company updates

Totango Welcomes Seasoned Industry Leaders to Executive Team

2 – min read 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 …

With the right winback strategies, you can bring customers back and deepen the relationship.
Best Practices

Successful Winback Campaign Examples for Your Customer Success Team

4 – min read 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 …

Best Practices

5 SaaS Renewal Process Best Practices for Customer Retention

4 – min read 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 …

Customer Retention & Churn

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

4 – min read [social_warfare] 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 …

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