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

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 …

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. …

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, …

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

Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

5 – min read Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting …

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 …

Best Practices

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

4 – min read Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion …

totango lunch
Best Practices

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

3 – min read The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer …

Relationships are Complicated
Best Practices

How Zendesk Invested in Customer Success from a Product-First Perspective

2 – min read Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon …

Best Practices

How to Nurture Customers During the Long Growth Stage

< 1 – min read After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, …

Customer health in customer success software
Best Practices

Customer Health: The Foundation of Customer Success

4 – min read For recurring-revenue businesses, retention and expansion are the key drivers of growth. To drive success for both of these metrics, an accurate understanding of customer …

Best Practices

How to Boost Slow Product Adoption After Onboarding Your Customer

2 – min read Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers …

Best Practices

2016 Customer Success Salary Survey & State of the Profession Report

1 – min read Customer success is no longer a new revenue opportunity, it has become a requirement for any subscription business looking to remain competitive. As new teams …

Best Practices

Growth Hacking with User Behavior

< 1 – min read The subscription economy has exploded over the last decade. Top SaaS companies with flexible, innovative technologies are in high demand.  The lower barrier to entry …

Best Practices

How To Tell If Your Customer Success Manager Is The One

< 1 – min read Hiring the right customer success manager can significantly impact your business. The right customer success managers gracefully balance their own goals and customer relationships. It’s …

Best Practices

Global Capacity – Breaking The SaaS Monopoly On Customer Success

2 – min read Customer success is typically associated with SaaS businesses, helping companies grow and retain a customer base that can cancel and switch providers easily. But, SaaS …

Best Practices

Customer Success – The Farming Paradigm (With Gifs!)

2 – min read   So we all know farmers. Source: thehappiestdonut.tumblr.com   No, not that type of farmer…. the kind that grows trees. For thousands of years, they …

Best Practices

Top Executives Weigh In On Lessons Learned In Customer Success

< 1 – min read At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution …

Best Practices

When Is The Right Time For a Customer Success Solution?

2 – min read You know the fastest growing SaaS companies have the best record on churn and upsell. You’ve heard the success stories. You attended the Customer Success …

Best Practices

Introducing “Farm Don’t Hunt: The Definitive Guide to Customer Success”

2 – min read I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written …

Best Practices

New Release: Automate customer communications with Customer Success Campaigns

2 – min read Customer Success Campaigns is a simple, intuitive, and scalable way to automatically engage with every single user in your customer base with the right message at the right time based on their behavior and actions. This is something that traditional marketing systems are unable to do. Campaigns takes Totango’s powerful analytics capabilities and enables you to create precise user and account segments to target with messages and content that will drive desired business outcomes.

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

Your 90 day plan as a new VP of Customer Success

5 – min read Congratulations! You’ve just been appointed as a new VP of Customer Success. Now what?

Best Practices

Customer Retention Cost: A New Metric for the Boardroom

3 – min read We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next …

Best Practices

Building an Early Warning System

2 – min read Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting …

Best Practices

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

2 – min read We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year …

Best Practices

Top 3 lessons learned from building today’s best in class customer success

2 – min read At Totango we’ve worked with over 200 customers of all sizes to help design, build and deploy best-in-class customer success management programs for their organization. …

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

It’s Time to Start Monitoring Customer Health

2 – min read Do you know the health status of each of your customers? How confident are you that your “green accounts” are actually healthy and happy?  Do …

Best Practices

A deeper dive into the Customer Success Manifesto (Part 2 of 2)

2 – min read After taking a moment to digest the first 3 customer success secrets: value over customer management, customer actions over words, real-time sensors over historical snapshots …

Best Practices

A Deeper Dive into the Customer Success Manifesto (Part 1 of 2)

3 – min read There’s a great deal of buzz around Customer Success today.  And rightly so.  In subscription and recurring revenue businesses, we cannot be successful without making …

Best Practices

The difference between Customer Success Managers and Customer Account Managers

2 – min read Although Customer Success Managers and Customer Account Managers (often shortened to Account Managers) are sometimes seen as one and the same, my latest discussion with …

Best Practices

Guest blog: A KPI Dashboard for early stage SaaS startups

2 – min read Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key metrics that matter is something we at Totango consider part of our …

Best Practices

Nobody owns the customer, but someone can always own the moment.

< 1 – min read This awesome quote comes from Scott Hudgins, VP of Global Customer Managed Relationships at the Walt Disney Company. They recently announced their “MagicBand” wristband to …

Best Practices

Top 10 Reasons for Customer Account Cancellation (and what you can do to stop it)

4 – min read Identify the top 10 reasons for account cancellation and what you can do to prevent them. Learn customer success tips on the Totango Blog It’s …

Best Practices

What is customer health score and how do I build one for my business?

4 – min read The latest article on customer health can be found here. If you run an online technology business like many of the Totango customers you already …

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