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
churn management strategies
Customer Retention & Churn

The Top 7 Churn Management Strategies for B2B Enterprises

4 – min read There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

Effective customer expansion strategy starts by taking the time to understand your customers goals and provide steps to achieve those marks.
Customer Renewals

How to Improve Your Customer Expansion Strategy

4 – min read Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement …

Customer Onboarding Rocketship Results
Customer Onboarding

How to Perfect Your Customer Onboarding Workflow

4 – min read Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and …

Knowing how to optimize customer retention will help you maintain beneficial relationships long-term.
Customer Retention & Churn

How to Optimize Customer Retention for B2B Enterprises

4 – min read As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business …

By implementing customer education best practices that drive the onboarding process, you will set your customers—and your enterprise— up for success.
Customer Onboarding

Customer Education Best Practices for the Onboarding Phase

4 – min read Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer …

A customer success platform can help you identify at-risk customers and take action.
Customer Retention & Churn

How to Identify At-Risk Customers and What to Do About it

4 – min read In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable …

Totango Personalized Engagements
Customer Engagement

Why You Need Personalized Customer Engagements

4 – min read When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique …

How are User Engagement and Retention Related? It’s simple: engaged users are more likely to stick with your brand.
Customer Retention & Churn

How are User Engagement and Retention Related?

3 – min read It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. …

What is the cost difference associated with attaining a new customer versus keeping a new one, and how do you optimize both?
Customer Retention & Churn

Customer Retention vs New Customer Acquisition: How Do You Optimize Both?

4 – min read Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey.  It’s important to keep that perspective in …

Regular, effective customer engagement will help your customers realize value.
Customer Engagement

Why is Customer Engagement Important and Valuable?

4 – min read The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You …

Customer retention optimization strategies will help you increase customer lifetime value.
Customer Retention & Churn

Customer Retention Optimization Strategies to Keep Customers Long-Term

4 – min read Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales …

You can beat these common onboarding challenges with the right software.
Customer Onboarding

The Top Five Customer Onboarding Challenges and How to Solve Them

4 – min read Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the …

To thrive in this customer centered economy, you must engage customers proactively and regularly.
Customer Engagement

Understanding the Different Types of Customer Engagement

4 – min read The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised …

Retaining current customers ultimately leads to higher profits.
Customer Retention & Churn

The Relationship Between Customer Retention and Profitability Explained

4 – min read Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more …

Importance of focusing on current customers, high customer retention.
Customer Retention & Churn

Understanding the Importance of Customer Retention

3 – min read You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain …

Onboarding is a critical phase for customer success teams.
Customer Onboarding

How to Onboard New Clients in the Customer-Centered Economy

5 – min read Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably …

Set the stage for the customer renewal process long before the deadline.
Customer Renewals

Making the Most of the Customer Renewal Process

4 – min read Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the …

Voice of the Customer data is incredibly useful for customer success teams.
Customer Engagement

What is Voice of Customer and How Can You Leverage It?

5 – min read According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, …