gross retention v net retention blog

Gross Retention vs. Net Retention: What’s the Difference?

5 – min read Distinguishing gross retention vs. net retention can provide deeper insights into your success metrics. Learn what these KPIs tell you. We’ll cover what they are, …

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Totango 2020 State of Customer Success and Salary Survey
Customer Success

Customer Success Salary Report for 2020: What Factors Impact the Bottom Line?

5 – min read Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another …

How to prevent customer churn
Customer Retention & Churn

How to Prevent Customer Churn

4 – min read Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared …

Product updates

Totango Product Update -Staying warm in Fiji

2 – min read Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you got some additional rest and …

Totango Works for You
What is customer 360
Customer Success

What is Customer 360 and How Does it Affect Customer Success?

4 – min read Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily …

Product updates

Your Totango Product Update -Thankful in Fiji

2 – min read Hi, While the trees continue to bolster bright red and orange it is a great time of year to be grateful for what we have. …

digital onboarding icon
Customer Onboarding

The Digital Onboarding Process Decreases Your Implementation Timeline

5 – min read It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is …

Man holding lightbulb
Customer Success

How Customer Success Technology Tackles the Top CS Challenges

6 – min read Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business …

Create a customer success plan
Customer Success

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

4 – min read A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome …

Data-driven customer engagement SAP
Customer Engagement

How Data-Driven Customer Engagement Drives SAP’s Customer First Vision

4 – min read When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a …

Customer onboarding best practices
Customer Onboarding

7 Customer Onboarding Best Practices

6 – min read Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, …

escalation management framework
Customer Retention & Churn

Escalation Management Framework Techniques to Put into Action Now

5 – min read When operating within a customer-centered economy, maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly …

Product updates

Totango Product Update -Fiji we have arrived

2 – min read Hi, We have finally virtually arrived in Fiji and I am excited to spend from now until the end of 2020 there. I am so …

measuring customer experience
Customer Experience

Measuring Customer Experience: How to Collect the Right Data and Act on It

4 – min read It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship …

Customer data platform benefits
Customer Insights

Customer Data Platform Benefits: How to Make the Most of Them

5 – min read As business becomes increasingly digitized and competitive, customer engagement that makes clients feel valued and appreciated becomes more critical. Covid-19 adds another complicating factor—a heightened …

Turning customers into advocates
Customer Loyalty

7 Strategies for Turning Customers into Advocates

5 – min read Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine …

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Customer Retention & Churn

How to Improve Customer Retention—Even During a Pandemic

6 – min read Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going …

Customer success vs. customer support: what is the difference
Customer Success

Customer Success vs. Customer Support: What Are the Differences?

4 – min read Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a …

Customer retention during economic downturns
Customer Retention & Churn

Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?

5 – min read The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and …