Get the latest best practices on everything customer success.

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

Customer Success: Roles Within a B2B Enterprise

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 …

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 …

Totango Works for You
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.
Customer Success

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 Success

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 …

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

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 …

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

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
Customer Success

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.
Customer Success

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 …

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 …

grow customer relationships
Customer Success

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 …

Setting goals will help your customer success team stay on track.
Customer Success

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 …

totango lunch
Customer Success

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 …

TSW
Customer Success

Highlights from TSW ‘18 in Las Vegas

2 – min read 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 …

Customer Success

SAP CX LIVE Recap, General Availability of Spark, and Upcoming Webinars

< 1 – min read 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 …

Customer Success

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 Success

Don’t Miss the CRM Event of the Year: SAP Customer Experience LIVE

< 1 – min read 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 …

Customer Success

That’s a Wrap! Customer Success Summit 2018

< 1 – min read This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you …

TSW Las Vegas
Customer Success

Connect with Totango at TSW Las Vegas!

2 – min read The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & …

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
Customer Success

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 …

Customer Success

Clicktale Achieves Company-Wide Alignment Around the Customer with Zoe

4 – min read Totango Success Story Clicktale is a customer experience analytics solution that helps businesses deliver exceptional digital experiences to their customers by tapping into the wisdom …

Customer Success Summit 2017 Hero Award Winners
Customer Success

A Round of Applause for the 2017 Customer Success Hero Award Winners

2 – min read So many congratulations to this year’s winners of the Customer Success Hero Awards at Customer Success Summit 2017! They are truly the individuals and teams that …

Letter from the CEO Announcing the 2017 Customer Success Summit
Customer Success

4 Reasons to Convince Your Boss (or Yourself) that You Should Attend #CSSummit17 (and 1 reason you should keep to yourself)

< 1 – min read Customer Success Summit is the leading industry event for all customer-oriented professionals and SaaS executives looking to master the business of Customer Success. And it’s …

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 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 …

Customer Success

Driving Success at Wiredrive – a Totango Success Story

4 – min read Totango User Story Based in the heart of Silicon Beach, Los Angeles, Wiredrive helps more than 1,500 customers around the world share media and collaborate …

Customer Success

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 …

Customer Success

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

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 …

Customer Success

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

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 …

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