Customer Retention & Churn

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 justify your existence to customers at every step, including during onboarding. Once new customers are

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management

You are not powerless in the face of churn. 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

Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather,

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 models. In the customer-centered economy, however, retained customers are as good as gold.  You may have

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 over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can

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. And if you’re struggling to raise engagement and retention rates through separate initiatives, you may

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 mind as you help customers progress through different teams—from sales to customer success and back again—and

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 team will always be looking for new customers, retaining a current customer is far cheaper

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 profitable, but sometimes the answer is right in front of your nose: if you want

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 customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. Those illuminated parts of

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties.

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 valuable in the long run. They trust your brand and are more likely to spread

Renewal is about a consistent revenue basis. The rate at which your customers extend their relationship with you determines how fast and how far your enterprise can grow. As such, being able to accurately calculate your renewal rate gives you

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. To retain customers, companies must make the customer experience better and ensure customers never stop

Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing—impending churn. Scary as they can be, however, customer complaints can actually be beneficial. Today’s customer-centered economy has increased customer expectations and left them only a click

Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. Today’s

Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service

In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. But, as John F. Kennedy once noted, within each

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 on quick revenue raising, you can turn your renewal process into a celebration of an

[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 you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater

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 with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The

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 their subscription every year. It’s a simple way to check out the health of your

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 turn to Customer Service or Customer Support teams for help throughout the customer journey. From

Customer Success technology has finally reached mainstream recognition as an integral tool for any subscription business. Your organization can’t afford to wait any longer to add a Customer Success solution to your current tech stack. And that’s where Totango comes

Few things are more troubling for a business than losing a new customer because of a bad onboarding experience. If you identify that a customer is unhappy with their onboarding process, it is important to move quickly to turn the

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 might be able to quickly ramp up after onboarding, there are some customers that are

Recently, we announced Totango Enterprise Edition, tailored for all companies, regardless of company size, selling into accounts with multiple teams, divisions, and subsidiaries; as well as large companies with multiple products and more complex channel sales organizations. If you are

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 that will change your Customer Success world for the better! Resolution #4: Get in shape! (Cut churn with

Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their existing customers (customer base). I would like to offer a business perspective to organizations and professionals

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

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 wave of SaaS companies including NetSuite and Workday, and more recent IPOs such as Box.

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 happens when you don’t have visibility into what is going on in your customer portfolio so

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 – in itself a sign that the topic of metrics and key performance indicators is

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 potential. You work hard at the on-boarding process and hit all of the milestones. Roll-out is

Identify the top 10 reasons for account cancellation and what you can do to prevent them. Learn customer success tips on the Totango Blog It’s not me, it’s you. In the customer and SaaS vendor relationship, it’s very likely that SaaS companies

Here's a cool article I came across by Dave Brock titled "Customer Retention, Whose job is it anyway". Does your organization hold sales accountable for retention? Or maybe account managers? Retention strategies should look beyond the usual suspects of who is