Learn best practices to identify at-risk customers, increase contract renewals, improve customer retention, and decrease churn.

How to Retain Customers
Customer Retention & Churn

How to Retain More Clients: Benefits and Strategies

6 – min read What is customer retention? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what …

cost of retention vs aquistion
Customer Retention & Churn

How to Calculate the Cost of Customer Retention Versus Customer Acquisition

3 – min read Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and …

gross retention v net retention blog
Customer Retention & Churn

Gross Retention vs. Net Retention: What’s the Difference?

5 – min read Distinguishing gross retention vs. net retention can provide deeper insights into your success metrics. Learn what these KPIs tell you. We’ll cover what they are, …

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Improve your customer retention rate
Customer Retention & Churn

How to Calculate and Improve Your Customer Retention Rate

5 – min read Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. …

understand why customers churn
Customer Retention & Churn

What Is Customer Churn?

3 – min read What is customer churn? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need …

7 step customer success strategy
Customer Retention & Churn

7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention

7 – min read A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your …

Totango Churn Prevention
Customer Retention & Churn

Proactive Churn Prevention Promotes Customer Retention

7 – min read Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on …

How to prevent customer churn
Customer Retention & Churn

How to Prevent Customer Churn

4 – min read Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared …

escalation management framework
Customer Retention & Churn

Escalation Management Framework Techniques to Put into Action Now

5 – min read When operating within a customer-centered economy, maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly …

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Customer Retention & Churn

How to Improve Customer Retention—Even During a Pandemic

6 – min read Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going …

Customer retention during economic downturns
Customer Retention & Churn

Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?

5 – min read The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and …

How to Predict Customer Churn
Customer Retention & Churn

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 …

Preventing customer churn during a pandemic means following thoughtful strategies.
Customer Retention & Churn

Customer Churn During a Pandemic: What SaaS Companies Need to Know

4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …

COVID-19’s Effect on Customer Churn - What You Can Do About It in 5 Steps
Customer Retention & Churn

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps

4 – min read The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to …

Retain at-risk customers with a plan to reach practical goals.
Customer Retention & Churn

How to Retain At-Risk Customers When Everyone is At-Risk

4 – min read The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your …

Reduce customer churn in SaaS markets by engaging and delivering value.
Customer Retention & Churn

5 Ways to Reduce Customer Churn for SaaS in a Recession

4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …

A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn.
Customer Retention & Churn

You Need a SaaS Churn Analysis ASAP. Here’s Why.

3 – min read A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that …

Customer retention strategies in 2020 are quickly changing and those focused on digital transformation and customer engagement will ultimately retain more customers.
Customer Retention & Churn

The Best Customer Retention Strategies in B2B for 2020

4 – min read Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital …

Effective customer retention software will gather customer information and create actionable, results-driven goals.
Customer Retention & Churn

Is Customer Retention Management Software Worth It?

4 – min read Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad …

The best customer retention strategies arm you for any situation.
Customer Retention & Churn

Customer Retention Strategies That Work in Uncertain Times

4 – min read Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand …

Effective customer retention strategies to ensure the success of your client and your business.
Customer Retention & Churn

6 SaaS Customer Retention Best Practices

5 – min read In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a …

The first step to fixing a high churn rate is to learn its causes and how to address them.
Customer Retention & Churn

How to Fix a High Churn Rate

4 – min read Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to …

what is customer retention management
Customer Retention & Churn

What is Customer Retention Management and Why Does it Matter?

4 – min read As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises.

churn management strategies
Customer Retention & Churn

The Top 7 Churn Management Strategies for B2B Enterprises

4 – min read There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

Knowing how to optimize customer retention will help you maintain beneficial relationships long-term.
Customer Retention & Churn

How to Optimize Customer Retention for B2B Enterprises

4 – min read As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business …

A customer success platform can help you identify at-risk customers and take action.
Customer Retention & Churn

How to Identify At-Risk Customers and What to Do About it

4 – min read In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable …

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

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. …

What is the cost difference associated with attaining a new customer versus keeping a new one, and how do you optimize both?
Customer Retention & Churn

Customer Retention vs New Customer Acquisition: How Do You Optimize Both?

4 – min read Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey.  It’s important to keep that perspective in …

Customer retention optimization strategies will help you increase customer lifetime value.
Customer Retention & Churn

Customer Retention Optimization Strategies to Keep Customers Long-Term

4 – min read Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales …

Retaining current customers ultimately leads to higher profits.
Customer Retention & Churn

The Relationship Between Customer Retention and Profitability Explained

4 – min read Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more …

Importance of focusing on current customers, high customer retention.
Customer Retention & Churn

Understanding the Importance of Customer Retention

3 – min read You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain …

The best way to stop churn is to take proactive preventative measures.
Customer Retention & Churn

The Top 4 Causes of Customer Churn and How to Address Them

4 – min read In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more …

Customer Retention & Churn

5 SaaS Renewal Process Best Practices for Customer Retention

4 – min read You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than …

Customer Retention & Churn

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

4 – min read [social_warfare] Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But …

Customer Retention & Churn

The 5 Best Customer Retention Strategies for Subscription Businesses

4 – min read The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work …

These best practices can help your enterprise reduce churn.
Customer Retention & Churn

How to Beat the Average Churn Rate for Subscription Service Enterprises

5 – min read When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel …

Customer Retention & Churn

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 …

Customer Retention & Churn

Zendesk + Totango: Strengthening Your Early Warning System

2 – min read Support storms are unavoidable. As your customer support team manages and resolves every issue, is your customer success team incorporating the impact of these help …

Customer Retention & Churn

Customer Retention Cost: A New Metric for the Boardroom

3 – min read We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next …

Customer Retention & Churn

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 …

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