Customer Success

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 it’s impossible to scale it. That’s why we’ve been working hard on some significant enhancements

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 on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that

Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if

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 more customers. But that was before the internet made it possible to deliver highly customized

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. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding

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 lifecycle. Such an approach takes time, dedication and attention to detail, but it’s worth it.

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 of demand for SaaS products, but the low barrier to entry and the fluidity it

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live!  First off, we are pleased to announce Totango Spark, our flagship software platform is now available. Spark guides enterprises through the successful

The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the leading Customer Success solution, is participating at this year’s conference where the topics consists of

https://youtu.be/XSFwLX9viOU Join Totango at SAP Customer Experience LIVE in Barcelona! In today’s world, customers expect tangible value from their relationships with vendors; businesses need to generate profits and growth. To meet both customer needs and business demands, companies not only need a

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 Buzz at TSW Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. TSW buzzed with people who were both in the know and

We understand your need to get results faster. That’s why we’ve launched Spark - the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams. This gives them focus, tailored processes,

Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K

After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest.  Looking at the representation below, customers typically spend 30 days in

Calling all customer-centric marketers. We hope that #CSSummit17 is on your radar for must-attend events this year. More than ever there is a growing need for marketers and customer success teams to collaborate to retain and grow customers. Here are our

Customers have countless interactions with your team. From onboarding to executive check-ins, each interaction guides a customer through a lifecycle stage or key event, and that can make all the difference between success or failure with your product. But many customer

Industry experts agree that the practice of customer success has made it big time as companies continue the transition to the subscription business model. What they don’t know is that 30 years ago, many top music performers were already singing

Life is easy when you only have a few customers. You know every customer situation very well and can react quickly whenever any customer needs your attention. But what happens when you have hundreds? Or thousands? Or millions? Once you reach

Customer success professionals have written thousands of articles about the customer lifecycle. From best practices to lessons learned, we are constantly challenging ourselves to deliver value throughout the customer lifecycle with more efficiently, scale, etc. What are the stages of a

Professionals around the world are often told to “under promise and over deliver,” but it seems that so far in 2016 and in 2015 many customer success leaders chose to ignore that popular advice. Based on Totango’s industry insights from our

Totango recently hosted a webinar featuring Catherine Blackmore, GVP Customer Success at Oracle Marketing Cloud and Guy Nirpaz, CEO and co-founder at Totango where they discussed the different complexities enterprise organizations face regarding customer success. Beyond identifying the specific complexities,

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

If your company is struggling with creating an effective customer success compensation strategy, you are not alone. Based on the results from Totango’s 2016 Customer Success Salary Survey, companies are continuing to shift more revenue responsibility to customer success. Individual customer

Early warning systems are at the heart of any modern Customer Success platform. An Early Warning System (EWS) is comprised of four different components: sensors, event detection, decision support, and customer engagement. With an EWS, customer success teams can use low-level

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

Consider the traditional account management relationship. You call the key stakeholder at each of your accounts, you make sure things are going well, and you fix things if they’re not. Pretty simple, right? The problem with this approach is that it’s

Customer success is no longer a new revenue opportunity, it has become a requirement for any subscription business looking to remain competitive. As new teams are built and programs are scaled, we also see more established teams maturing their practices

The subscription economy has exploded over the last decade. Top SaaS companies with flexible, innovative technologies are in high demand.  The lower barrier to entry however, has created a myriad of competitive pressures on SaaS providers.  To dominate their markets, tech

We’re excited to share that Totango was honored as a double winner for the 2016 CODiE Awards in the categories of Best Customer Relationship Management Solution and Best CRM Mobile Application. The awards are presented by Software & Information Industry

Hiring the right customer success manager can significantly impact your business. The right customer success managers gracefully balance their own goals and customer relationships. It’s in their nature to be proactive and sensitive, but also to develop deep understanding for

Customer success is typically associated with SaaS businesses, helping companies grow and retain a customer base that can cancel and switch providers easily. But, SaaS companies are not the only ones using the subscription business model. Take Global Capacity, a 15-year telecom

You’ve heard it over and over again: the first 90 days can make or break the relationship. If your onboarding program only includes product integration and training, you are missing out on a special opportunity. You need to take onboarding to

  So we all know farmers. Source: thehappiestdonut.tumblr.com   No, not that type of farmer…. the kind that grows trees. For thousands of years, they have been mastering a very simple, repetitive process - prep the soil, plant the seeds, water, provide nutrients, harvest,

At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution of customer success in their careers and at their companies. Watch the two recorded sessions

What is the best way to manage your customers? It’s the billion dollar question that subscription businesses want to know. As customer success continues to grow, it is important to take a critical look at common management frameworks and evaluate