Tracking metrics is a great way to improve your customer success efforts.

The Most Important Customer Success Metrics to Track and How to Improve Them

5 – min read Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This …

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Customer Engagement

3 Communications Strategies to Use During a Crisis

3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …

COVID-19’s Effect on Customer Churn - What You Can Do About It in 5 Steps
Best Practices

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps

4 – min read The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to …

QA with SevenRooms VP of Customer Success, Ilana Brown
Customer Success Executives

How SevenRooms Pivoted To Help Support The Hospitality Industry

3 – min read Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. …

Think about how to improve NPS if you have scores below 7.
Customer Engagement

How to Improve NPS: 6 Best Practices for Your CS Team

5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …

sevenrooms uses totango to adapt quickly in uncertain times.
Uncategorized

Top 5 takeaways from Totango’s CXO Series – Virtual Event featuring SevenRooms

2 – min read Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, …

customer-success-soft-skills-active-listenting
Best Practices

5 Ways to More Actively Listen to Customers

3 – min read In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote …

Best Practices

Has anyone talked to your customer today?

3 – min read As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must …

Customer renewal strategies can help you maintain your renewal rates even in economic crisis.
Customer Retention & Churn

3 Customer Renewal Strategies that Work in Uncertain Times

5 – min read The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based …

A good customer success crisis plan can help you maintain relationships with customers and mitigate the effects of a crisis on your employees' productivity.
Customer Retention & Churn

Revising Your Customer Success Crisis Plan

5 – min read Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having …

Retain at-risk customers with a plan to reach practical goals.
Customer Retention & Churn

How to Retain At-Risk Customers When Everyone is At-Risk

4 – min read The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your …

Set your remote customer success team up to be as effective as possible.
Best Practices

5 Best Practices for a Remote Customer Success Team

6 – min read Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In …

Product updates

Get more out of SuccessBLOCS and APIs

2 – min read Hi, We are two months in and finally, we are starting to see the light at the end of the tunnel. While we have been …

Reduce customer churn in SaaS markets by engaging and delivering value.
Customer Retention & Churn

5 Ways to Reduce Customer Churn for SaaS in a Recession

4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …

A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn.
Customer Retention & Churn

You Need a SaaS Churn Analysis ASAP. Here’s Why.

3 – min read A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that …

Customer retention strategies in 2020 are quickly changing and those focused on digital transformation and customer engagement will ultimately retain more customers.
Customer Retention & Churn

The Best Customer Retention Strategies in B2B for 2020

4 – min read Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital …

Effective customer retention software will gather customer information and create actionable, results-driven goals.
Customer Retention & Churn

Is Customer Retention Management Software Worth It?

4 – min read Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad …

Product updates

Totango offers more ways to stay aligned with your team and customers

< 1 – min read HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing and innovating, too! Today, I …

The best customer retention strategies arm you for any situation.
Customer Retention & Churn

Customer Retention Strategies That Work in Uncertain Times

4 – min read Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand …