Get the latest best practices on everything customer success.

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 …

escalation management framework
Customer Retention & Churn

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 …

Turning customers into advocates
Customer Engagement

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 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 …

What is Customer Success?
Customer Success

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
Customer Success

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 …

Lucid Customer Success Program with Totango Q&A
Customer Success

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 …

Define customer success
Customer Engagement

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 …

Customer success automation saves your team time
Customer Success

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.
Best Practices

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 …

A good customer success crisis plan can help you maintain relationships with customers and mitigate the effects of a crisis on your employees' productivity.
Customer Retention & Churn

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 …

Set your remote customer success team up to be as effective as possible.
Best Practices

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 …

Customer Success vs Customer Experience
Customer Experience

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 …

customer success analytics
Customer Success

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 …

Voice of the Customer best practices turn words into action.
Best Practices

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
Customer Success

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 …

Many of the dominant themes for the coming year and decade address the need to better align enterprise actions with customer goals.
Customer Success

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 marketing
Customer Marketing

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 …

customer success adoption plan
Customer Success

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.

customer success factors
Customer Success

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
Customer Experience

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.

Your CS team members should be assigned a specific role and set of responsibilities that facilitates smooth operations.
Customer Success

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 Success

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.

Customer Success

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 …

Drive customer advocacy by understanding your customers goals and deliver value - they’ll become lasting proponents for your brand.
Customer Success

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. …

Invest time and money to deliver value to your customers, and the ROI returns will come - often in the form of recurring revenue from renewals and upsells.
Best Practices

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 …

Optimize the sales to customer success handoff with clear and easy communication channels.
Customer Journey Mapping

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 …

A customer success platform can help you identify at-risk customers and take action.
Best Practices

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 …

Get ahead of the customer experience by providing your teams with the best tools and standardized processes.
Best Practices

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?
Best Practices

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 …

How Customer Success and Sales work together to get and retain customers.
Best Practices

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 …

Importance of Customer Success in the Modern Age
Best Practices

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 …

Nurturing the customer relationship is at the heart of a customer-centered enterprise.
Best Practices

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 …

Knowing how to gather customer insights is critical for business success.
Best Practices

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 right software can help you solve any customer success challenges.
Customer Success

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 …

Latest Totango News