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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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Get the latest best practices on everything 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 …
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 …
What Is Customer Success?
5 – min read An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the …
Low-Touch Vs. High-Touch Customer Success Models
4 – min read There is an old test that young journalists use to measure the power of their writing. A person who reads your story should be able …
Getting Started with a Customer Success Program at Lucid
4 – min read In our latest installment in the CXO Series, we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid …
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 …
5 Ways Customer Success Automation Can Maximize Your CS Team’s Time
5 – min read The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build …
The Best B2B Client Expansion Strategy
5 – min read Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you …
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 …
5 Best Practices for a Remote Customer Success Team
6 – min read Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In …
What’s the Difference Between Customer Success and Customer Experience?
5 – min read You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to …
How to Use Customer Success Analytics to Your Advantage
4 – min read Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has …
6 Voice of the Customer Best Practices You Should Implement
4 – min read Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and …
Customer Success vs. Customer Service: How They Work Together
4 – min read A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet …
The Top 7 Customer Success Trends for 2020
4 – min read As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Flexible …
Customer Success and Marketing: How These Teams Collaborate
4 – min read Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical …
How to Create a Customer Success Adoption Plan
4 – min read Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan.
The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy
4 – min read The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal…
Customer Success vs Account Management: Understanding What Each Team Does
3 – min read Customer success and account management share common goals: Building customer loyalty and driving growth.
Understanding the Customer Success Team Structure
5 – min read The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain …
Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together
3 – min read Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide.
Your Customer Success Workflow: A Guide to Understanding and Optimizing It
3 – min read The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout …
How to Drive Customer Advocacy
3 – min read Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. …
Customer Success and ROI: How to Improve Revenue
4 – min read The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy, you need to provide …
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 …
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 …
Proactive Customer Success Strategies that will get You Ahead of the Game
4 – min read Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding …
Customer Experience vs Customer Success: What’s the Difference?
4 – min read Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize …
Customer Success and Sales: How They Work Together
4 – min read What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your …
Why Customer Success is Important in the Modern Age
4 – min read Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off …
Why You Should Focus on Nurturing the Customer Relationship
3 – min read The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably …
How to Gather Customer Insights with CS Software
3 – min read Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. …
The Top 3 Customer Success Challenges and How to Beat Them
3 – min read If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is …
Product Updates | June 2nd, 2019
2 – min read All spring the Totango product team has been working hard on building features that make it easier than ever to get data into Spark, and …
Product Updates | May 20th, 2019
< 1 – min read We know that customer data is at the heart of everything you do, and without it, it’s not only difficult to drive customer success, but …
Grow Customer Relationships: Strategies for Long-Term Success
4 – min read The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts …
Understanding Customer Success: Growth Driven by the Customer-Centered Economy
3 – min read In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for …
7 Customer Success Team Goals for Your Enterprise in 2019-2020
4 – min read Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. …
Customer Relationship Management System Features: What a CRM Includes and What It Doesn’t
4 – min read We’re living in the age of the recurring revenue business, and in this increasingly digital economy, enterprises succeed by nurturing customer relationships over the entire …
Proven SaaS Customer Success Best Practices to Increase Lifetime Value
4 – min read Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion …
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.
