Mapping your customer journey is the first step to understanding what to say to your customers and when to say it. Once you know the path your customers are taking you can work to optimize each step of the journey.

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 …

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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