Customer Success

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…

3 – min read Customer success and account management share common goals: Building customer loyalty and driving growth.

3 – min read This week, Totango launched Dynamic Assignment, a new innovation that taps into a fluid group of specialists throughout the enterprise and matches their expertise …

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 …

3 – min read Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide.

3 – min read When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the …

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 …

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. …

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 …

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 …

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 …

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 …

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 …