Best Practices

5 – min read Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth.   When it comes to understanding …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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, …

4 – min read Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures …

4 – min read Did you know that while women make up more than 50 percent of the U.S. workforce, less than one in five employees in the tech …

3 – min read Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool …

4 – min read Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for …

4 – min read Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and …

3 – min read If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of …

3 – min read Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important …

4 – min read In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is …

4 – min read Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade …

4 – min read A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and …

4 – min read Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they …

5 – min read A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. …

3 – min read When was the last time you purchased something without checking multiple online reviews about it first? Whether you’re purchasing a new vehicle or a new …

4 – min read Do you have a favorite business? Perhaps a local restaurant where you’re greeted by name and immediately handed your beverage of choice. Or maybe there’s …

2 – min read Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, …

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 …

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 – 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 …

2 – min read At Totango, we’re about success. Your customers’ and your own. So, now that everybody’s working remotely, we asked around our virtual office for suggestions of …

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 …

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 …

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 …

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 …

5 – min read When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product …

4 – min read As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity …

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 …

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 …

2 – min read In recurring revenue businesses, the entire company impacts the customer in some way. Often times, employees’ interactions are ad-hoc and siloed within their department, making …

2 – min read Your customers are going through a journey with you and your customer success managers play an important role in how they experience the journey. The renewal (and the upsell) is merely the outcome. So how do you make sure that your customer success team is making the required impact along the way? How can you tell which customer success managers are doing well, or not so well, relative to others?

< 1 – min read Thinking of buying a Customer Success Platform? If so, you’ll want to read this guide. The right platform will provide unprecedented visibility into your customers, opening up new opportunities – and smarter ways – to understand them.

However, not all customer success platforms are created equally. Use this buyer’s guide to fully equip yourself with the information you need to make the right decision.