Customer Success

Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the

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 the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective

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 advocacy is the art of learning what customers need and working to help them

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 customers with a responsive, personalized service that is focused on their needs. Customers are empowered

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 to use the new product, and you’re looking forward to seeing if it lives up

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 over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can

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 of your customers to prepare them for the next phase of their business growth. It

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 the process of finding a flight, booking a ticket, getting to the airport, checking your

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 customers, which can unlock lasting customer lifetime value for your business. And sales is, well,

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 transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers

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 changed how enterprises need to approach customers. Instead of capturing the bulk of customer value

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 reality of the unique relationship you share with your customers is captured in the raw

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 more important than ever before. Achieving customer success means that your customers gain their desired value

All spring the Totango product team has been working hard on building features that make it easier than ever to get data into Spark, and once it’s in, keep it safe. You’ve seen this with new features like Integration Hub

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,