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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
- Customer Renewals
- Customer Retention & Churn
- Escalations
- All
- Customer Engagement
- Customer Onboarding
- Customer Renewals
- Customer Retention & Churn
- Escalations
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 …
Customer Retention Metrics: The Metrics That Matter
4 – min read Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer …
Optimize Stakeholder Engagement and Management With These Key Strategies
4 – min read Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize …
How to Retain More Clients: Benefits and Strategies
6 – min read What is customer retention? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what …
How to Calculate the Cost of Customer Retention Versus Customer Acquisition
3 – min read Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and …
Top 6 User Engagement Metrics to Track
5 – min read Engaging your customers is the key to lowering churn and leaving no client behind. Knowing the user engagement metrics that matter for your business can …
