Get the latest customer success best practices. From customer adoption to reducing churn and increasing upsells, we’ve got you covered.

fake news
Best Practices

Don’t Buy into Fake News: Why Try Before You Buy is Best

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 …

Best Practices

Why a Data-Driven Customer Success Program is Crucial to Your Success

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 …

sevenrooms uses totango to adapt quickly in uncertain times.
Best Practices

Top 5 takeaways from Totango’s CXO Series – Virtual Event featuring SevenRooms

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, …

Totango Works for You
Best Practices

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 …

Set your remote customer success team up to be as effective as possible.
Best Practices

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 …

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 …

Work from Home
Best Practices

Tips from Totango Team: 7 Ways to Work Smarter from Home

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 …

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 …

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 …

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 …

Follow these customer satisfaction best practices to boost retention.
Best Practices

Customer Satisfaction Best Practices You Need To Know

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 …

Create a productive environment for Customer Success team, provide them with necessary customer data.
Best Practices

How to Use Customer Data: A Guide for Customer Success Teams

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 …

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 …

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 …

E2C Enterprise to Customer
Best Practices

E2C: Enterprise to Customer Growth Strategy

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 …

Best Practices

Measure the impact and performance of your customer success team

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?

Best Practices

Introducing the definitive guide to buying a Customer Success Platform

< 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.

Best Practices

3 questions every new VP of Customer Success should answer

2 – min read Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Starting a new job anywhere …

Best Practices

Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention

4 – min read Written by Lori Carr from Lori Carr & Associates. There’s a hole in the bucket, dear Liza, dear Liza. There’s a hole in the bucket, dear …

Best Practices

5 ways to a happier and more productive signup process

3 – min read In our latest Signup and Trial Process Benchmark Report we audited 10 popular web-based applications to find out for ourselves how users experience signups and …

Best Practices

Five Tips to Customer Love

2 – min read When you’re in the Software-as-a-Service (SaaS) business, you should think of how to attract your users to your application in a way they’d be more …

Best Practices

6 Social Selling Tips to Implement Today (from Sales 2.0 San Francisco)

3 – min read The hot topic at Sales 2.0 Conference today in San Francisco remains (surprise, surprise) social selling (for B2B companies). Lots of speakers and lots of …

Best Practices

Freemium, Free Trial and Pricing Models in 550 SaaS Companies

< 1 – min read The way that enterprise products are being bought and sold is changing rapidly. Customers are increasingly demanding instant access to all information about your product, …

Best Practices

Best of 2011: SaaS Sales Models Tips

< 1 – min read Are you running a B2B sales or inside sales organization? Do you have a freemium or free trial in your service? Are you considering a …

Best Practices

Best of 2011: SaaS Best Practices and Customer Analytics

< 1 – min read SaaS Best Practices and App Vendors Often I meet with SaaS companies who have a lot of goodwill but simply don’t know where to start. …

Best Practices

Understand Customer Behavior in Your Trial Period

3 – min read Today I’m going to share another interview with Tracey Kaufman, VP of Customer Experience at cloud9. Tracey was watching the Totango demo and then answered …

Best Practices

10 Tips for B2B Sales in the Subscription Economy

3 – min read The subscription-based economy is thriving.  Netflix’s well-known model (and subsequent public relations mess in changing it), and the recent announcements from Google and Apple have …

Best Practices

Freemium Sales Models for B2B and SaaS

2 – min read As promised, here is the second tip from Chris Yeh, VP Marketing of PBWorks about freemium sales models for b2b and SaaS. Knowing of the advantages …

Best Practices

Trial Conversion “The Early Days” – Lean Startup Presentation

< 1 – min read We’ve held yet another very interesting lean-startup meetup on Thursday to discuss free to paid conversion best practices for cloud applications. First, please find within …

Best Practices

Top-of-Funnel Strategy

2 – min read Another tip from VP sales at Hubspot Mark Roberge at the Sales 2.0 convention re top-of-funnel strategy. Mark recommends on keeping the top-of-funnel as wide …

Best Practices

Do you Distinguish Your Sales to Hunters and Farmers?

2 – min read At the Sales 2.0, I’ve also met Mark Roberge, VP sales at Hubspot, who gave me some sales tips. On today’s video post, Mark explains …

Best Practices

Converting from Visitors to Signups and from Freemium to Paid in a Fun Way

2 – min read In the next couple of weeks I would like to share some short video interviews on relevant subjects taken at several events I’ve been to. …

Best Practices

When Not to Waste Your Time on a SaaS Sales Prospect

2 – min read Anthony Iannarino’s sales blog on “All Opportunities Aren’t Created Equal” got me thinking about prioritizing your time, given limited sales and marketing resources. This is especially important …

Best Practices

How NOT to Sell in SaaS and Increase Paid Conversions

2 – min read So you have a product! you’ve worked so hard on making it the way you want (iteratively of course) and now you want to sell …

Best Practices

Top 5 Trends in Sales 2.0

3 – min read It was a jam packed day at Sales 2.0 in Santa Monica today. It was a great opportunity to meet with and learn from some …

Best Practices

6 Tips for Cloud Sales using Channels

3 – min read I attended Jeff Kaplan’s Cloud Channel Summit today. It was a very interesting conference. Clearly cloud channel sales is in its infancy, but there were …

Best Practices

3 Recommendations for Sales Compensation for SaaS

2 – min read I am at the Cloud Channel Summit today. A topic that seems to be coming up over and over again today is the need to …

Best Practices

Trial Conversion is Top Priority in SaaS

< 1 – min read Interview to DreamSimplicity.com Thanks so much to Matt Childs for giving me an opportunity to tell the Totango story on DreamSimplicity. Matt and I met …

Best Practices

Free Trial Average Conversion Rate and Other Metrics

< 1 – min read Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate …

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