Learn the best practices on how to improve your customer engagement. Get tips for any engagement model including high-touch, low-touch, or tech-touch. Not sure which engagement model is right for you? Read more.

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Customer Engagement

Engage your customers with a Valentine’s Day email. Show them you care.

2 – min read Valentine’s Day is traditionally thought of as a holiday for couples to celebrate their love, but it’s also simply a special day to show appreciation …

Data-driven customer engagement SAP
Customer Engagement

How Data-Driven Customer Engagement Drives SAP’s Customer First Vision

4 – min read When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a …

Choosing a Customer Engagement Model
Customer Engagement

How to Choose a Customer Engagement Model

4 – min read Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital …

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Build a product adoption strategy
Customer Engagement

Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement

5 – min read Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of …

Stakeholder engagement best practices
Customer Engagement

5 Stakeholder Engagement Best Practices to Improve Customer Communication

5 – min read Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide …

data-driven customer engagement
Customer Engagement

How Data-Driven Customer Engagement Delivers Value to Each Customer 

4 – min read For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, …

Engaging customers during COVID in the right way can cut through the noise
Customer Engagement

Engaging Customers During COVID-19: How to Cut Through the Noise

3 – min read Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The …

Totango CXO Series Featuring Lucid
Customer Engagement

Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango

2 – min read   As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more …

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 …

Totango Personalized Engagements
Customer Engagement

Why You Need Personalized Customer Engagements

4 – min read When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique …

Regular, effective customer engagement will help your customers realize value.
Customer Engagement

Why is Customer Engagement Important and Valuable?

4 – min read The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You …

To thrive in this customer centered economy, you must engage customers proactively and regularly.
Customer Engagement

Understanding the Different Types of Customer Engagement

4 – min read The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised …

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.
Customer Engagement

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 …

Customer Engagement

SaaS Customer Engagement Metrics That Can’t Be Ignored

4 – min read Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen …

Customer Engagement

Customer Engagement Solutions for the Customer-Centered Economy

4 – min read Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions …

Customer Engagement

4 Features Your Digital Customer Engagement Platform Must Have

4 – min read At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will …

Customer Engagement

What’s Happening Behind Your Customer’s Walls?

2 – min read Consider the traditional account management relationship. You call the key stakeholder at each of your accounts, you make sure things are going well, and you …

Customer Engagement

5 Analysts on a revolution that is customer engagement

2 – min read Omer Minkara says it will create 20x greater revenue growth per customer. Geoffrey Moore calls it a “fundamental revolution”. Dion Hinchcliffe refers to it as a …

Customer Engagement

How customer engagement can predict profits

2 – min read Loved John Dillon’s (CEO of our partner Engine Yard) blog on customer engagement in Forbes! He says (amongst many other things): Why is doing a …

Customer Engagement

4 Benefits of Keeping Your Customer Engaged

2 – min read Companies that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an …

Customer Engagement

Customer Engagement Fever, It’s Catching On

2 – min read I read in a recent blog from Forbes that the rate of engaging customers and prospects through social media and its growth in adoption have …

Customer Engagement

Engagement Technique: Are you a Mad Man or a Math Man?

2 – min read During Sales 2.0, I’ve met Anneke Seley, Founder of Phoneworks and author of Sales 2.0. Anneke was presenting there about the modern ways to sell …

Customer Engagement

Chief Customer Officers Boost Customer Engagement

2 – min read I am excited to see so many talk about the importance of the Chief Customer Officer. Dedicating an executive on your team to customer success …

Customer Engagement

The Power of Measuring Customer Engagement

2 – min read Talking about Customer Engagement, there are many metrics that could show a user engagement level, i.e. user are considered to be higher engaged if they refer your …

Customer Engagement

How Zendesk and CloudBees Increase their User Engagement

3 – min read Yesterday, the SandHill Magazine have published an article about Managing Challenges of Onboarding SaaS Customers and Converting from Free Software Trials where 2 of the …

Customer Engagement

How Engagement Score is Calculated

< 1 – min read The engagement score is an at-a-glance metric that Totango adds to each account. Its purpose is to give you a sense of how active and …

Customer Engagement

How Dropbox Increases Their Customer Engagement Rate

2 – min read Today I’ve interviewed Steve Bartel, Head of Analytics Team at Dropbox. Dropbox no-touch sales model is a very good example to emphasize how important it …

Customer Engagement

The App Stores Effect on Customer Engagement

2 – min read Last week, I had several interesting meetings with people who don’t want to spend marketing dollars on paid advertising and prefer to put all of …

Customer Engagement

Learn about user engagement from one million businesses

2 – min read Today, I’m happy to announce that Totango has analyzed the customer engagement and optimized the sales and customer success interaction with more than one million …

Customer Engagement

The Market Size of Customer Engagement Management

< 1 – min read We are excited that luminaries such as Paul Greenberg, Ray Wang and Dion Hinchcliffe and big league investors such as David Skok are starting to …

Customer Engagement

Beyond Social Business – A Definition of Customer Engagement

2 – min read Paul Greenberg wrote a great blog this week defining Customer Engagement. I am much looking forward to his expanded paper on the topic. Basically he …

Customer Engagement

Best of 2011: Top Videos and Blogs on Customer Engagement

< 1 – min read 2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, …

Customer Engagement

3 Steps to Measuring User Engagement with your Web Application

3 – min read Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your …

Customer Engagement

Customer Engagement for a SaaS Land & Expand Strategy

2 – min read I’ve conducted an interview with Chris Yeh, VP Marketing from PBWorks and thought it would be interesting to share. As you know, I declared more than once …

Customer Engagement

Evolving from Document System to Engagement System

2 – min read Here is the additional interview promised from the Enterprise 2.0 Conference. This time Jessie Wilkins, Director System Engagement for aiim speaks about how will the …

Customer Engagement

Genuine Customer Engagement

< 1 – min read Jon Buscall on Be Good to Your Customers believes that most engagement related activities these days are actually lead generation activities and not really about …

Customer Engagement

Joel York: Why to Measure Customer Engagement in SaaS?

3 – min read Joel York has written extensively about the new breed of B2B buyer and the changes to the B2B sales process, especially for SaaS products. A …

Customer Engagement

Treat Customers Based on Their Values

< 1 – min read in Scott Gruher’s blog post on “Go to Market Strategy: How Much are Your Customers Worth?”, his recommendation is to treat customers based on their …

Customer Engagement

Customer Engagement is Key for SaaS

3 – min read Customer Engagement is key for software-as-a-Service business. A recent post by David Skok explains how and why to measure customer engagement. If you are a …

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