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
How to fight customer churn
Customer Retention & Churn

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 …

Totango Aruba Webinar questions and answers
Customer Engagement

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 …

what to do when a customer ghosts you
Customer Engagement

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 …

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how to respond to angry customers, manage customer escalations
Escalations

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 …


b2b, client engagement strategies
Customer Engagement

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 …

Improve Customer Adoption - 6 ways
Customer Engagement

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 …

Strategies for communicating with upset customers
Escalations

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 a customer early warning system
Customer Retention & Churn

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 …

boost product adoption totango customer success platform
Customer Onboarding

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 …


how to automate escalation management
Escalations

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, …

TSIA Interact Q&A with Jamie Bertasi
Customer Engagement

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 customer engagement ideas
Customer Engagement

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 …

product engagement
Customer Engagement

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 …

retention metrics that matter
Customer Retention & Churn

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 …

stakeholder engagement
Customer Engagement

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 Customers
Customer Retention & Churn

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 …

cost of retention vs aquistion
Customer Retention & Churn

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 you should track
Customer Engagement

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 …