The experiences a customer has with your brand and your products will determine whether they are loyal or take their business elsewhere. Learn how to create delightful customer experiences that turn customers into loyal advocates.

measuring customer experience
Customer Experience

Measuring Customer Experience: How to Collect the Right Data and Act on It

4 – min read It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship …

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 …

How to create value for customers
Customer Experience

Creating Value for Customers: How to Help Customers Thrive

5 – min read Making your customers successful is ultimately about delivering value—you can create value for your customers by placing them in a position to grow their enterprise …

How to Predict Customer Churn
Customer Experience

How to Predict Customer Churn—And What to Do About It

5 – min read To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid …

sap totango webinar q&a on innovation in customer success
Customer Centric Enterprise

SAP’s Transformation and Innovation in Customer Success

6 – min read In our latest installment in the CXO Series, we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business …

Customer onboarding should involve simple steps toward value.
Customer Experience

5 Tips to Deliver a Great SaaS Customer Onboarding Experience

4 – min read Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them …

The best B2B client expansion strategy.
Best Practices

The Best B2B Client Expansion Strategy

5 – min read Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you …

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 Success vs Customer Experience
Customer Experience

What’s the Difference Between Customer Success and Customer Experience?

5 – min read You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to …

These customer experience tips are meant to help turn customer expectations into customer happiness.
Best Practices

Top 5 Customer Experience Tips to Keep Customers Happy

4 – min read Happiness is a measurable outcome. It is revealed in actions, repeated behaviors, and attitudes. In the case of your customers, it’s most evident in their …

customer success vs account management
Customer Experience

Customer Success vs Account Management: Understanding What Each Team Does

3 – min read Customer success and account management share common goals: Building customer loyalty and driving growth.

Customer Experience

Bentley Doubles Down on Customer Success with Totango’s New Dynamic Assignment Solution

3 – min read This week, Totango launched Dynamic Assignment, a new innovation that taps into a fluid group of specialists throughout the enterprise and matches their expertise …

Customer experience feedback provides valuable information.
Customer Experience

How to Make the Most of Customer Experience Feedback

4 – min read Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No …

Customer experience vs. customer success: what's the difference?
Best Practices

Customer Experience vs Customer Success: What’s the Difference?

4 – min read Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize …

Tips to improve your customers experience.
Best Practices

3 Tips for Improving the Enterprise Customer Experience

4 – min read What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without …

Knowing how to gather customer insights is critical for business success.
Best Practices

How to Gather Customer Insights with CS Software

3 – min read Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. …

Customer Experience

Be more reliable! (Deliver consistent customer experiences)

2 – min read A new year, a new start! Wish your company could make improvements to your customer success program in 2016? We have 7 New Year’s Resolutions …

Customer Experience

The Loyalty Link: Marketing to Engage and Retain

4 – min read Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value …

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