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May 20, 2020
2 – min read Hi, We are two months in and finally, we are starting to see the light at the end of the
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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 …
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 …
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 …
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 …
3 Customer Renewal Strategies that Work in Uncertain Times
5 – min read The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based …
Revising Your Customer Success Crisis Plan
5 – min read Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 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.
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.
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 …
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?
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. …
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 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 …
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 …
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 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 …
How to Calculate and Improve Your Customer Retention Rate
3 – 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. …
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 …
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 …
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 …
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 …
Ten Reasons Your Organization Needs Totango, the Leader in Customer Success Management
2 – min read 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 …
3 Ways to Correct a Bad Customer Onboarding Experience
2 – min read 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 …
How to Boost Slow Product Adoption After Onboarding Your Customer
2 – min read 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 …
New Release: Automate customer communications with Customer Success Campaigns
2 – min read 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 traditional marketing systems are unable to do. Campaigns takes Totango’s powerful analytics capabilities and enables you to create precise user and account segments to target with messages and content that will drive desired business outcomes.
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?
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 …
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 …
4th Annual SaaS Metrics Report: Disconnect between intentions and reality?
2 – min read 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 …
Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention
4 – min read Written by Lori Carr from Lori Carr & Associates. There’s a hole in the bucket, dear Liza, dear Liza. There’s a hole in the bucket, dear …
Top 10 Reasons for Customer Account Cancellation (and what you can do to stop it)
4 – min read 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 …
The Responsibility of Customer Retention: Whose job is it anyway?
2 – min read 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 …
Latest Totango News
Totango offers more ways to stay aligned with your team and customers
May 1, 2020
< 1 – min read HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing
Kicking off Totango’s Spring Product Release – Belize
April 14, 2020
2 – min read Hi, Two more weeks have gone by, and we are all still at home focusing on keeping our daily routines.
