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Customer Journey
Get the latest best practices on each stage of the customer journey.
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- Customer Engagement
- Customer Onboarding
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- Customer Retention & Churn
- Escalations
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- Customer Engagement
- Customer Onboarding
- Customer Renewals
- Customer Retention & Churn
- Escalations
Resolve Escalations and Deepen Customer Relationships with Totango’s New SuccessBLOC
3 – min read You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues …
Six Best Customer Engagement Platform Tools for Onboarding in 2022
5 – min read Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers …
Top Customer Engagement Tips for Retaining Executive Stakeholders
4 – min read A customer engagement strategy is critical for retaining and growing SaaS clients. It’s especially important to engage executives and stakeholders to ensure retention. In this blog, we’ll look …
Supercharging Customer Engagement with HubSpot and Totango
5 – min read Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. Having real-time data and predictive insights connected to …
Five Contract Renewal Tools to Increase Customer Retention
5 – min read The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize …
How to Fight Excessive Customer Churn: 4 Winning Strategies
4 – min read Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have …
Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
9 – min read What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage …
How to Be a Customer Success Ghostbuster
4 – min read What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and …
5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively
4 – min read For effective customer success, respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a …
3 Winning B2B Client Engagement Strategies
5 – min read B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in …
Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement
5 – min read Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data …
4 Effective Strategies for Communicating with Upset Customers
4 – min read Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes …
How to Build An Early Customer Warning System
5 – min read Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens …
How to Boost Slow Product Adoption After Onboarding Your Customer
4 – min read Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that …
Automate Escalation Processes for Optimized Customer Experience
3 – min read Escalation processes can determine whether a customer renews or churns. This makes your escalation management strategy a key to effective customer retention. In this blog, …
Q&A Session: Mastering Scale with Digital Customer Journeys
6 – min read During the live presentation of the Technology & Services Industry Association (TSIA) Interact webinar “Mastering Scale with Digital Customer Journeys”, Totango CCO and COO Jamie …
7 Great Customer Engagement Ideas
4 – min read Use These Great Customer Engagement Ideas to Increase Retention Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put …
How to Monitor and Manage Product Engagement
4 – min read Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering …
