Customer Success

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 …

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 …

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 …

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 – 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 …

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 …

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 …

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 …

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 …

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 …

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, …

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 …

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 …

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 …

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, …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 – 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 …

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 …

3 – min read Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. …

3 – min read This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. We were fortunate to have David McKenney, …

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 …

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 …

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 …

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.

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…