Wrapping up 2020 and Fiji Release!
January 1, 2021
< 1 – min read Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020
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Get the latest best practices on everything 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 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 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 …
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 …
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 …
Escalation Management Framework Techniques to Put into Action Now
5 – min read When operating within a customer-centered economy, maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly …
7 Strategies for Turning Customers into Advocates
5 – min read Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine …
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: 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 …
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 …
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December 1, 2020
2 – min read Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you
Your Totango Product Update -Thankful in Fiji
November 20, 2020
2 – min read Hi, While the trees continue to bolster bright red and orange it is a great time of year to be
