Get the latest best practices on everything customer success.

Why you need more than CRM features for customer success
Customer Success

Why You Need More than CRM Features for Customer Success

4 – min read Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. In this blog, we’ll talk about why …

5 Best CRMs
Customer Success

Five Best CRMs for B2B Sales in 2022

5 – min read Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and …

Create inspiring customer journeys
Customer Success

Mistakes to Avoid When Selecting a CS Platform: Not Being Able to Create Inspiring Journeys

3 – min read Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about …

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Not putting CS into the hands of your whole team
Customer Success

Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team

3 – min read Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about …

How to evaluate a new customer success platform
Customer Success

Making the Switch: How to Evaluate a New Customer Success Platform

3 – min read In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But …

Apply the 5 love languages to customer success
Customer Success

How to Apply The 5 Love Languages to Customer Success

3 – min read Do you know your love language? According to Dr. Gary Chapman, every person has a primary love language in which they need to be spoken …

Customer Success Automation Best Practices
Customer Success

6 Essential Messages for Customer Success Manager Automation

4 – min read Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey …

Customer Success Insights for 2022
Customer Success

Key Insights to Guide your CS Strategy in 2022

4 – min read  What 2021 Taught SaaS Businesses about Customer Success As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means …

agile customer success software
Customer Success

How to Bring Agile Innovation to Customer Success

4 – min read When you bring agile innovation to customer success, you empower your CS strategy with the latest technology. This gains you the ability to implement CS …

key customer success platform integrations, salesforce, hubspot, dropbox, zuora, jira, zendesk, segment, zapier
Customer Success

8 Customer Success Tools to Enhance Your CS Software

3 – min read Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can …

what you should pay your customer success managers
Customer Success

CSM Compensation Plans: Factors that Matter

3 – min read There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect …

on24, walkme, all-star customer success, totango
Customer Success

5 Tips for Leading an All-Star Customer Success Team

2 – min read Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ …

customer success workflows, artificial intelligence
Customer Success

Artificial Intelligence in Customer Success: Emergence and Outlook

4 – min read Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing …

bi is the data cs is the brain
Customer Success

Why BI Software is Simply Not Enough for Customer Success Teams

4 – min read Have you ever tried to recreate a meal you had at a restaurant? You went to the store, purchased the ingredients, and then came home …

5 best practices for hiring a csm
Customer Success

5 Best Practices for Hiring a Customer Success Manager

4 – min read Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve …

customer success team structure example
Customer Success

How to Structure your Customer Success Team

4 – min read What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t …

5 tips for building customer success team
Customer Success

5 Tips for Building a World-Class Customer Success Team

5 – min read The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of …

the role of chief customer officer cco
Customer Success

The Role of a Chief Customer Officer

4 – min read The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the …

understanding customer centered growth strategy
Customer Success

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

4 – min read Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing …

customer segmentation best practices
Customer Success

What Is Customer Segmentation? Definitions, Uses and Success Tips

5 – min read What is customer segmentation? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss …

csm evaluation scorecard
Customer Success

Find the Right Customer Success Platform with our Scorecard Template

4 – min read If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool …

Totango Wisr Webinar QA Blog
Customer Success

Customer Q&A with Christine Knific of Wisr

4 – min read During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar,  Wisr’s VP of Customer Success Christine Knific answered several questions …

Scale CS Ops
Customer Success

How to Scale Customer Success Operations

2 – min read If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, …

Covid anniversary
Customer Success

Digital Customer Success vs COVID – One Year Anniversary Recap

3 – min read March marks the official one-year anniversary of the COVID-19 pandemic. Can you believe it has been a year? As the world entered “lock-down” this time …

essentials for selecting a customer success platform
Business Continuity

6 Essentials When Selecting Customer Success Tools

4 – min read Customer success tools can help you increase your revenue by promoting client satisfaction and retention. To get the results you want, it’s important to invest some …

CRMs and Customer Success Platforms, Supercharge your Tech Stack
Customer Success

Supercharging Your Tech Stack: The Relationship Between Your Customer Success Platform and CRM

3 – min read This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango …

Totango Build the Business Case for Customer Success
Customer Success

How to Build the Business Case for Customer Success

5 – min read Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for …

Customer Success Plans
Customer Success

Customer Success Plans Promote Client Satisfaction

4 – min read Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, …

Totango Playbook
Customer Success

Playbooks for Customer Success Promote Satisfied Clients

4 – min read When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client …

New Trends in Customer Success 2020
Customer Success

New Trends in Customer Success You Need to Know About in 2021

4 – min read Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends …

Why Customer Success is Important
Customer Success

Why Customer Success Is So Important and How to Promote It

5 – min read Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your …

Customer Success Target
Customer Success

Customer Success Team Accountability Gets You Closer to Your Goals

3 – min read Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when …

Totango 2020 State of Customer Success and Salary Survey
Customer Success

Customer Success Salary Report for 2020: What Factors Impact the Bottom Line?

5 – min read Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another …

What is customer 360
Customer Success

What is Customer 360 and How Does it Affect Customer Success?

4 – min read Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily …

Man holding lightbulb
Customer Success

How Customer Success Technology Tackles the Top CS Challenges

6 – min read Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business …

Create a customer success plan
Customer Success

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

4 – min read A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome …

Customer success vs. customer support: what is the difference
Customer Success

Customer Success vs. Customer Support: What Are the Differences?

4 – min read Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a …

Customer success at scale
Customer Success

Customer Success at Scale: Using CS Automation to Do More With Less

3 – min read In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to …

Tracking metrics is a great way to improve your customer success efforts.
Customer Success

The Most Important Customer Success Metrics to Track and How to Improve Them

5 – min read Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This …

Why tech-touch customer success solutions are a win-win
Customer Success

Top 5 Reasons Tech-Touch Customer Success Solutions Are a Win-Win

5 – min read You can deliver more value in one targeted message than you can in an entire afternoon of aimless conversation. That is the idea behind tech-touch …

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