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.

Turning customers into advocates
Customer Engagement

7 Strategies for Turning Customers into Advocates

5 – min read Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine …

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 …

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, …

Define customer success
Customer Engagement

How Should You Define Customer Success?

5 – min read In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard …

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

3 Communications Strategies to Use During a Crisis

3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …

Think about how to improve NPS if you have scores below 7.
Customer Engagement

How to Improve NPS: 6 Best Practices for Your CS Team

5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …

Customer Centric Enterprise

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 …

How are User Engagement and Retention Related? It’s simple: engaged users are more likely to stick with your brand.
Customer Engagement

How are User Engagement and Retention Related?

3 – min read It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. …

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.
Best Practices

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.
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 …

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 …

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 …

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 …

Customer Engagement

Meet Totango at Chief Customer Officer Fall 2018 Conference

2 – min read The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the …

Customer Engagement

Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

4 – min read According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often …

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 …

Business Insights

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

Easy-to-miss customer success blunders that can cost you customers

6 – min read In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success.   If you …

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

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

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 …

Customer Engagement

Three Keys to Increasing Customer Renewals

4 – min read Strategies for Customer Success Renewals This happens to you more often than you’d like to admit. Your sales team lands a new customer with great …

Business Insights

Customer Journey Mapping For SaaS Companies: New Strategy To Drive Growth

2 – min read Totango announces research into customer marketing practices, a new version of its customer engagement platform and Customer Journey Mapping for SaaS workshops Dec 06, 2012 …

Business Insights

OVUM: On The Radar – Totango

< 1 – min read “On the Radar” is OVUM’s research report where they look at interesting new ideas and startups that their clients might be interested in knowing about. …

Business Insights

2nd Annual SaaS Metrics Survey Results

2 – min read See the full infographic here. Get the 2012 SaaS Metrics report here. Today we are announcing the results of the second annual SaaS metrics survey results. …

Best Practices

Amy’s Customer Success Manifesto – Part3:Metrics

< 1 – min read In the third part of our four part interview with Amy Friedman, a passionate customer success pro, she talks about metrics for customer success. Top …

Business Insights

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 Analytics

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 …

Best Practices

4 Things You Must Know About Customer Experience Management

2 – min read Bruce Temkin, former VP and Principal Analyst at Forrester Research, recently did a keynote at the European Customer Experience World (ECEW) and shared what he …

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