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grow customer relationships
Best Practices

Grow Customer Relationships: Strategies for Long-Term Success

4 – min read 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 …

Adjusting to the customer-centered economy means nurturing long-term growth for customers.
Customer Success

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

3 – min read 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 …

Setting goals will help your customer success team stay on track.
Best Practices

7 Customer Success Team Goals for Your Enterprise in 2019-2020

4 – min read 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's best to supplement a CRM with a strong customer success software.
Customer Success

Customer Relationship Management System Features: What a CRM Includes and What It Doesn’t

4 – min read 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 …

Best Practices

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

4 – min read 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 …

totango lunch
Best Practices

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

3 – min read 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 …

Customer Engagement

Meet Totango at Chief Customer Officer Fall 2018 Conference

2 – min read 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 …

Customer Engagement

Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

4 – min read 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 …

Power of Spark
Customer Health

Totango’s Adding a “Spark” to Customer Health Metrics and Executive Dashboards

2 – min read 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 …

Customer Success

Map Customer Success To Your Global Organization With SuccessTeams

2 – min read 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 …

Customer Success

The Vital Role of Customer Success Operations

2 – min read 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. …

Relationships are Complicated
Best Practices

How Zendesk Invested in Customer Success from a Product-First Perspective

2 – min read 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 …

Best Practices

How to Nurture Customers During the Long Growth Stage

< 1 – min read 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, …

Totango DNA-CX
Customer Centric Enterprise

Totango DNA-CX™: The Customer-Centric Data Technology Powering Zoe™

2 – min read Data Architecture Centered on the Customer In other tools, the customer object is an “opportunity” or a “lead”. But never a “customer”. Totango DNA-CX™ is …

Customer Marketing

Customer Success Summit ‘17: Marketing Leaders Edition

2 – min read 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 …

Customer Success

Subscription Companies Can’t Be Efficient Without Customer Success

< 1 – min read Several customer success executives lost their jobs this year as a result of delivering less revenue than promised from existing customers. At the same time, …

Customer Success

3 Popular 80’s Songs Written About Customer Success

2 – min read 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 …

Customer Lifecycle

What Are The Customer Lifecycle Stages?

3 – min read 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 …

Customer Success

Don’t be the Next Leader in Customer Success to Get Fired

2 – min read 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

Enterprise Customer Success is Complex – And You Should Solve It Now

< 1 – min read 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 …

Customer Success

How to Structure Your CSM Compensation

2 – min read If your company is struggling with creating an effective customer success compensation strategy, you are not alone. Based on the results from Totango’s 2016 Customer …

Best Practices

How to Boost Slow Product Adoption After Onboarding Your Customer

2 – min read Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers …

Business Insights

What’s Happening Behind Your Customer’s Walls?

2 – min read Consider the traditional account management relationship. You call the key stakeholder at each of your accounts, you make sure things are going well, and you …

Best Practices

2016 Customer Success Salary Survey & State of the Profession Report

1 – min read Customer success is no longer a new revenue opportunity, it has become a requirement for any subscription business looking to remain competitive. As new teams …

Best Practices

Growth Hacking with User Behavior

< 1 – min read The subscription economy has exploded over the last decade. Top SaaS companies with flexible, innovative technologies are in high demand.  The lower barrier to entry …

Best Practices

How To Tell If Your Customer Success Manager Is The One

< 1 – min read Hiring the right customer success manager can significantly impact your business. The right customer success managers gracefully balance their own goals and customer relationships. It’s …

Best Practices

Global Capacity – Breaking The SaaS Monopoly On Customer Success

2 – min read Customer success is typically associated with SaaS businesses, helping companies grow and retain a customer base that can cancel and switch providers easily. But, SaaS …

Best Practices

Customer Success – The Farming Paradigm (With Gifs!)

2 – min read   So we all know farmers. Source: thehappiestdonut.tumblr.com   No, not that type of farmer…. the kind that grows trees. For thousands of years, they …

Customer Success

3 Things Customer Success Management Is NOT

3 – min read What is the best way to manage your customers? It’s the billion dollar question that subscription businesses want to know. As customer success continues to …

Customer Success

Reimagining Customer Success and the New Totango Logo

2 – min read Back in 2010, Totango was founded on a simple, yet powerful premise: companies today need a new paradigm to manage their customer relationships. CRM is …

Customer Engagement

Easy-to-miss customer success blunders that can cost you customers

6 – min read In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success.   If you …

Best Practices

Your 90 day plan as a new VP of Customer Success

5 – min read Congratulations! You’ve just been appointed as a new VP of Customer Success. Now what?

Best Practices

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

2 – min read We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year …

Customer Success

How data nerds at New Relic are tackling Customer Success

2 – min read “One thing we’ve learned from Customer Success is that the deeper the engagement, the more information we can net out from customers like where our …

Best Practices

The difference between Customer Success Managers and Customer Account Managers

2 – min read Although Customer Success Managers and Customer Account Managers (often shortened to Account Managers) are sometimes seen as one and the same, my latest discussion with …

Best Practices

Top 10 Reasons for Customer Account Cancellation (and what you can do to stop it)

4 – min read Identify the top 10 reasons for account cancellation and what you can do to prevent them. Learn customer success tips on the Totango Blog It’s …

Customer Success

Customer Success Summit agenda is announced!

2 – min read The Thursday, March 14, 2013 event rundown is packed with great speakers on building the customer-centric enterprise and real case studies on how they are …

Customer Love

5 ways to level up customer loyalty

2 – min read Customers are your superstars because, in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in …

Customer Success

Top 3 Priorities of a Customer Success Manager

2 – min read Earlier last month we posted a poll on LinkedIn asking other customer success managers: “What should be the first priority of a customer success manager?” …

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