Optimize the sales to customer success handoff with clear and easy communication channels.
Customer Journey Mapping

How to Optimize the Sales to Customer Success Handoff

3 – min read Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready …

A good customer journey strategy will increase retention and lower churn.
Best Practices

Develop a Customer Journey Strategy: Examples and Tips

5 – min read Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable …

Optimize the customer journey to map out the stages of customer progression and identify ways to add customer value along the way.
Customer Journey Mapping

A Guide to Customer Journey Optimization

5 – min read Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to …

Create standardized, actionable steps for your Customer Success teams based on your customer journey insights.
Best Practices

How to Make the Most of Customer Journey Insights

4 – min read If you want to make your business customer-centered, you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business …

Mapping the customer journey will make it easier to provide ongoing value.
Customer Journey Mapping

How to Map the Customer Journey Stages to Foster Lifetime Value

4 – min read From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey …

Customer Analytics

What is Customer Health Score?

3 – min read Customer Health Score takes multiple dimensions of customer data measures and consolidates them into a single representation of green, yellow or red. It is a consolidation all the information the company has about the customer, from all probes, people and systems, past and current.

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

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

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 …

Best Practices

Webinar Replay: 3 takeaways for Customer Journey Mapping

< 1 – min read If you missed our latest webinar with KJR Associates on Customer Journey Mapping, fret not. If you were to take three ideas from this presentation, …

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