Customer Journey

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

  • All
  • Adoption
  • Customer Engagement
  • Customer Retention & Churn
  • Escalations
  • Onboarding
  • Renewals
All
  • All
  • Adoption
  • Customer Engagement
  • Customer Retention & Churn
  • Escalations
  • Onboarding
  • Renewals
Adoption

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

4 – min read Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the …

Knowing how to calculate retention rate is a vital skill for customer success teams.
Customer Retention & Churn

How to Calculate and Improve Your Customer Retention Rate

3 – 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. …

These tips will help you resolve customer escalations quickly and effectively.
Escalations

The Top 5 Customer Escalation Best Practices You Need to Know

4 – min read Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing—impending churn. Scary as they can be, however, customer complaints can …

The product adoption rate metric will help you measure the success of your campaign.
Adoption

How to Calculate Adoption Rate and its Impact on Customer Lifetime Value

4 – min read If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the …

Customer success software makes it easier to handle customer escalations.
Escalations

How to Handle Customer Escalations in the New Customer-Centered Economy

4 – min read Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have …

Following these best practices will help make your onboarding process a success.
Best Practices

A Customer Onboarding Checklist for the Digital Era

4 – min read When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with …

Best Practices

The 5 Best Strategies to Win Back Lost Customers for Your Enterprise

4 – min read Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every …

Best Practices

5 Best Practices for Effective Customer Escalation Handling

4 – min read Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, …

Tracking user adoption metrics will help you make sure your customers are getting value from your product.
Adoption

The User Adoption Metrics That Matter for Your Customer Success Team

4 – min read Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your …

The onboarding phase is a critical one, so be sure you follow these best practices.
Onboarding

6 Customer Onboarding Strategies Your Success Team Must Implement

4 – min read It’s a familiar story. You’ve won a great new customer and it seems like it’s time to celebrate. But then they don’t fully adopt your …

With the right winback strategies, you can bring customers back and deepen the relationship.
Best Practices

Successful Winback Campaign Examples for Your Customer Success Team

4 – min read In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no …

Best Practices

5 SaaS Renewal Process Best Practices for Customer Retention

4 – min read You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than …

Customer Retention & Churn

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

4 – min read [social_warfare] Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But …

Customer Engagement

SaaS Customer Engagement Metrics That Can’t Be Ignored

4 – min read Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen …

Customer Engagement

Customer Engagement Solutions for the Customer-Centered Economy

4 – min read Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions …

Customer Retention & Churn

The 5 Best Customer Retention Strategies for Subscription Businesses

4 – min read The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work …

Customer Engagement

4 Features Your Digital Customer Engagement Platform Must Have

4 – min read At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will …

totango lunch
Best Practices

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

3 – min read The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer …