Totango Blog: Your Guide to Managing the Customer Journey

Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand what maturity stage you are at so that you can understand how to move forward. Figure out where your are with their current strategy and what you need to do to move to the next level.

Mapping your Customer Journey: The Organizational Exercise you Must Do

Mapping your customer journey allows you to understand exactly the steps your customers need to complete in order to be successful and let’s you put in processes and programs to help them stay on track.

The ‘Blowfish Effect’: Look like a Big Fish in a Big Pond

While it’s not easy, there are small companies out there who look like big fish in a big pond by differentiating themselves based on customer service. Today, in many of the most crowded industries customer’s are actually choosing solutions not based on cost, but based on great customer experience.

3 Non-Negotiable Traits for your First Customer Success Manager

Your first Customer Success Manager can make a huge impact on your business. Here are the top traits you should look for in your first hire to help drive success and create a company culture, both externally and internally.

One Ring to Rule them All: Customer Success Metrics

Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series We’ve all had those experiences when buying a software solution that are so bad they make you want to pull …

Building Out a Comprehensive Health Score

Part of the Customer Success Summit On-Demand Series Defining your customer health is one of the first activities that every Customer Success organization must do, but it is also one that is never really complete. Every time a customer churns or …

3 Pillars of Customer Success: Culture, Technology and Health

Part of the Customer Success Summit On-Demand Series Depending on the company, Customer Success can be implemented in any number of ways. Small companies, large companies, B2B, B2C, high-touch, low-touch, all sorts of organizations approach this challenge with lots of different solutions.…

3 questions every new VP of Customer Success should answer

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 can be a challenge, but starting a new job in an industry that is still …

Customer Success: Play to Win

Part of the Customer Success Summit On-Demand Series Customer Success is taking off and has grown beyond being just a function within many organizations. For the last couple of years the industry has gone through several phases of understanding. First looking at why …

Customer Success the Next Generation: What is the Final Frontier?

Part of the Customer Success Summit On-Demand Series Over the past 5 years, Customer Success has become a recognized philosophy in almost all SaaS and subscription businesses today. Now that we’ve moved from infancy towards maturity, how will the industry …

Super Users and the Membership Economy

Part of the Customer Success Summit On-Demand Series What is a Super User? That customer that knows your product well, they use it often and they share that drive and passion with other people. With today’s subscription businesses these users are …

Energy, Innovation and Celebration: Customer Success Summit 2015

These were the three words used to describe the annual Customer Success Summit which took place in San Francisco last week. I want to start off this post saying thank you. Thank you to all of the attendees, speakers, sponsors that made is the best Customer Success event to date.

Customer Success Summit is returning to San Francisco on March 21-22, 2016. Register today! For the last two years, the Customer Success Summit has been a sold-out show, bringing together executives, thought-leaders, and practitioners of Customer Success. Today I am …

Does Salesforce have the Right Ingredients to Become a Customer Success Platform?

The signs are up already at Moscone declaring Salesforce as “The Customer Success Platform,” the topic of Tuesday’s keynote at Dreamforce 2014. Whether or not it’s another stroke of marketing genius from Marc (remember “The Customer Company” and “The Internet …

We’re hitting the road! Totango Tour stopping in a city near you

We’re excited to announce the Totango Tour 2014. During our North American, multi-stop tour, we’re spreading the word about how to grow your business with Customer Success. You’ll learn how to map your customer journey, understand customer health, and how …