Get the latest best practices on everything customer success.

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, …

Customer Success

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 Engagement

Build a Flexible Customer Success Process with Totango SuccessFlows

2 – min read 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 …

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 Success

How to Segment Your Customers For Customer Success

3 – min read 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 …

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 Retention & Churn

3 Ways to Correct a Bad Customer Onboarding Experience

2 – min read Few things are more troubling for a business than losing a new customer because of a bad onboarding experience. If you identify that a customer …

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 …

Business Insights

Understanding Early Warning Systems for Customer Success

3 – min read Early warning systems are at the heart of any modern Customer Success platform. An Early Warning System (EWS) is comprised of four different components: sensors, …

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 …

Customer Success

Totango Wins SIIA CODiE Awards for Best CRM and CRM Mobile App

2 – min read We’re excited to share that Totango was honored as a double winner for the 2016 CODiE Awards in the categories of Best Customer Relationship Management …

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 …

Customer Success

How To Get Customers Up and Running In 9 Easy Steps

< 1 – min read You’ve heard it over and over again: the first 90 days can make or break the relationship. If your onboarding program only includes product integration …

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 …

Best Practices

Top Executives Weigh In On Lessons Learned In Customer Success

< 1 – min read At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution …

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 …

Best Practices

When Is The Right Time For a Customer Success Solution?

2 – min read You know the fastest growing SaaS companies have the best record on churn and upsell. You’ve heard the success stories. You attended the Customer Success …

Customer Success

Totango Named a Finalist in Three Categories for 2016 CODiE Awards

< 1 – min read The SIIA recently announced that Totango has been named a finalist for the 2016 SIIA CODiE Award in the following categories: Best Customer Success Management …

Best Practices

Introducing “Farm Don’t Hunt: The Definitive Guide to Customer Success”

2 – min read I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written …

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 Retention & Churn

New Totango Enterprise Edition Transforms Business by Managing Customer Success at Every Level

2 – min read Recently, we announced Totango Enterprise Edition , tailored for all companies, regardless of company size, selling into accounts with multiple teams, divisions, and subsidiaries; as …

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 …

Customer Success

Explore the Customer Success Summit 2016 Agenda – Live Now!

2 – min read Customer Success Summit is fast approaching. This year’s conference will be the biggest yet, featuring over 80 industry-leading speakers and more than 65 sessions in …

Award

Nominations for the 2016 Customer Success Hero Awards Are Now Open!

2 – min read We are excited to announce that nominations for the 3rd Annual Customer Success Hero Awards are now open! The Customer Success Hero Awards recognize individuals …

Customer Success

6 Things you should know about Customer Success

< 1 – min read There has been a positive shift in the Customer Success market over the past few years which is exciting and encouraging for teams that have decided to support a “Customer First Approach.” Many companies are now realizing the importance of retaining customers and have publicly committed to invest in customer success.

Customer Success Business
Customer Retention & Churn

The Business of Customer Success

< 1 – min read Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their …

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 Engagement

5 Simple Steps to Boost Retention

2 – min read As more and more businesses turn toward a subscription model the emphasis on customer retention has ballooned. The need to acquire customers still exists, but …

Best Practices

A deeper dive into the Customer Success Manifesto (Part 2 of 2)

2 – min read After taking a moment to digest the first 3 customer success secrets: value over customer management, customer actions over words, real-time sensors over historical snapshots …

Best Practices

A Deeper Dive into the Customer Success Manifesto (Part 1 of 2)

3 – min read There’s a great deal of buzz around Customer Success today.  And rightly so.  In subscription and recurring revenue businesses, we cannot be successful without making …

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 …

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