Customer Success

Your Customer Success Workflow: A Guide to Understanding and Optimizing It

3 – min read The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout …

Setting goals will help your customer success team stay on track.
Best Practices

7 Customer Success Team Goals for Your Enterprise in 2019-2020

4 – min read Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. …

Best Practices

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

4 – min read Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion …

Best Practices

Customer Success – The Farming Paradigm (With Gifs!)

2 – min read   So we all know farmers. Source: thehappiestdonut.tumblr.com   No, not that type of farmer…. the kind that grows trees. For thousands of years, they …

Best Practices

Top Executives Weigh In On Lessons Learned In Customer Success

< 1 – min read At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution …

Best Practices

When Is The Right Time For a Customer Success Solution?

2 – min read You know the fastest growing SaaS companies have the best record on churn and upsell. You’ve heard the success stories. You attended the Customer Success …

Customer Engagement

Easy-to-miss customer success blunders that can cost you customers

6 – min read In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success.   If you …

Uncategorized

Becoming customer centric at an early-stage startup

3 – min read The writing is on the wall. From top venture capital firms to industry leaders, the B2B SaaS space is universally accepting more customer-centric principles to …

Customer Experience

The Loyalty Link: Marketing to Engage and Retain

4 – min read Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value …

Best Practices

Top 3 lessons learned from building today’s best in class customer success

2 – min read At Totango we’ve worked with over 200 customers of all sizes to help design, build and deploy best-in-class customer success management programs for their organization. …

Best Practices

A deeper dive into the Customer Success Manifesto (Part 2 of 2)

2 – min read After taking a moment to digest the first 3 customer success secrets: value over customer management, customer actions over words, real-time sensors over historical snapshots …

Best Practices

A Deeper Dive into the Customer Success Manifesto (Part 1 of 2)

3 – min read There’s a great deal of buzz around Customer Success today.  And rightly so.  In subscription and recurring revenue businesses, we cannot be successful without making …

Best Practices

Customer Success Chronicles: Enterasys empowers every touchpoint with the opportunity to delight and deliver value

2 – min read We spoke to Vala Afshar, CMO and Chief Customer Officer of Enterasys, before – but briefly – at a conference. We are excited to catch …

Best Practices

9 Customer Engagement Plays You Should Implement For Customer Success

< 1 – min read Last week our CMO Dominique and Directors of Customer Success Jeremy Malander and Josh Santos from BlueJeans Network and Clarizen respectively shared 9 ideas that …

Best Practices

Customer Success Management Forum Videos (2 of 2): Customer Success Metrics and Performance

1 – min read Totango recently sponsored a gathering of customer success professionals named “The Customer Success Management Forum” organized by Mikael Blaisdell from the Hotline Magazine.  It was …

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