Make your Customer Success team the highest performing team in your organization. Get best practices for how to not only manage your team but manage up and horizontally to ensure that everyone in your organization is focused on Customer Success.

How to create value for customers
Customer Experience

Creating Value for Customers: How to Help Customers Thrive

5 – min read Making your customers successful is ultimately about delivering value—you can create value for your customers by placing them in a position to grow their enterprise …

Why tech-touch customer success solutions are a win-win
Customer Success

Top 5 Reasons Tech-Touch Customer Success Solutions Are a Win-Win

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 …

Effective customer retention software will gather customer information and create actionable, results-driven goals.
Customer Retention & Churn

Is Customer Retention Management Software Worth It?

4 – min read Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad …

Your CS team members should be assigned a specific role and set of responsibilities that facilitates smooth operations.
Customer Success

Understanding the Customer Success Team Structure

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 …

Customer Centric Enterprise

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 …

What does a Customer Success Manager (CSM) do, and how can they improve your customers journey?
Best Practices

The Top 5 Customer Success Manager Best Practices

4 – min read Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They …

Building a strong customer success team is the first step to achieving sustainable, long-term growth.
Best Practices

Five Tips for Building a Customer Success Team

5 – min read In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by …

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 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. …

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, …

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 …

Best Practices

3 questions every new VP of Customer Success should answer

2 – min read Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Starting a new job anywhere …

Best Practices

Building an Early Warning System

2 – min read Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting …

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?” …

Business Insights

OVUM: On The Radar – Totango

< 1 – min read “On the Radar” is OVUM’s research report where they look at interesting new ideas and startups that their clients might be interested in knowing about. …

Customer Engagement

4 Benefits of Keeping Your Customer Engaged

2 – min read Companies that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an …

Best Practices

4 Things You Must Know About Customer Experience Management

2 – min read Bruce Temkin, former VP and Principal Analyst at Forrester Research, recently did a keynote at the European Customer Experience World (ECEW) and shared what he …

Business Insights

Suffering from siloed customer data? Time to get that business in order!

2 – min read Companies today are able to capture a wealth of customer data and information, but oftentimes the biggest challenge is figuring out how to manage and …

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