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
Resolve Escalations SuccesBLOC
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 …

Best Customer Success Onboarding Tools
Customer Engagement

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 Tips for Customer Engagement
Customer Engagement

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 …

Totango-Hubspot Integration
Customer Engagement

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 …


5 contract renewal tools for customer retention
Customer Renewals

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 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 …

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 …