Customer Journey

Get the latest best practices on each stage of the customer journey.

  • All
  • Customer Engagement
  • Customer Onboarding
  • Customer Renewals
  • Customer Retention & Churn
  • Escalations
All
  • All
  • Customer Engagement
  • Customer Onboarding
  • Customer Renewals
  • Customer Retention & Churn
  • Escalations
gross retention v net retention blog
Customer Retention & Churn

Gross Retention vs. Net Retention: What’s the Difference?

5 – min read Distinguishing gross retention vs. net retention can provide deeper insights into your success metrics. Learn what these KPIs tell you. We’ll cover what they are, …

Improve your customer retention rate
Customer Retention & Churn

How to Calculate and Improve Your Customer Retention Rate

5 – min read Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. …

3 keys to renewals
Customer Renewals

Three Keys to Increasing Customer Renewals

8 – min read This happens to you more often than you’d like to admit. Your sales team lands a new customer with great potential. You work hard at …

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understand why customers churn
Customer Retention & Churn

What Is Customer Churn?

3 – min read What is customer churn? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need …

share the love
Customer Engagement

Engage your customers with a Valentine’s Day email. Show them you care.

2 – min read Valentine’s Day is traditionally thought of as a holiday for couples to celebrate their love, but it’s also simply a special day to show appreciation …

7 step customer success strategy
Customer Retention & Churn

7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention

7 – min read A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your …

Totango Churn Prevention
Customer Retention & Churn

Proactive Churn Prevention Promotes Customer Retention

7 – min read Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on …

How to prevent customer churn
Customer Retention & Churn

How to Prevent Customer Churn

4 – min read Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared …

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Customer Onboarding

The Digital Onboarding Process Decreases Your Implementation Timeline

5 – min read It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is …

Data-driven customer engagement SAP
Customer Engagement

How Data-Driven Customer Engagement Drives SAP’s Customer First Vision

4 – min read When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a …

Customer onboarding best practices
Customer Onboarding

7 Customer Onboarding Best Practices

6 – min read Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, …

escalation management framework
Customer Retention & Churn

Escalation Management Framework Techniques to Put into Action Now

5 – min read When operating within a customer-centered economy, maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly …

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Customer Retention & Churn

How to Improve Customer Retention—Even During a Pandemic

6 – min read Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going …

Customer retention during economic downturns
Customer Retention & Churn

Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?

5 – min read The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and …

Choosing a Customer Engagement Model
Customer Engagement

How to Choose a Customer Engagement Model

4 – min read Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital …

Build a product adoption strategy
Customer Engagement

Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement

5 – min read Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of …

Stakeholder engagement best practices
Customer Engagement

5 Stakeholder Engagement Best Practices to Improve Customer Communication

5 – min read Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide …

data-driven customer engagement
Customer Engagement

How Data-Driven Customer Engagement Delivers Value to Each Customer 

4 – min read For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, …