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 …

Customer experience vs. customer success: what's the difference?
Customer Experience

Customer Experience vs Customer Success: What’s the Difference?

4 – min read Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize …

Importance of Customer Success in the Modern Age
Customer Success

Why Customer Success is Important in the Modern Age

4 – min read Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off …

Totango Works for You
The right software can help you solve any customer success challenges.
Customer Success

The Top 3 Customer Success Challenges and How to Beat Them

3 – min read If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is …

Setting goals will help your customer success team stay on track.
Customer Success

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. …

Customer Lifetime Value

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 …

Customer Success

Meet Totango at Chief Customer Officer Fall 2018 Conference

2 – min read The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the …

Customer Retention & Churn

Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

4 – min read According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often …

Customer health in customer success software
Customer Health

Customer Health: The Foundation of Customer Success

4 – min read For recurring-revenue businesses, retention and expansion are the key drivers of growth. To drive success for both of these metrics, an accurate understanding of customer …

Customer Centricity

6 Key Takeaways from Forrester Research Guest Webinar on Customer-Centricity

3 – min read Kate Leggett, VP & Principal Analyst at Forrester Research and leading expert in customer relationship management and customer service strategy, joined Guy Nirpaz, CEO & …

Totango DNA-CX
Customer Centricity

Totango DNA-CX™: The Customer-Centric Data Technology Powering Zoe™

2 – min read Data Architecture Centered on the Customer In other tools, the customer object is an “opportunity” or a “lead”. But never a “customer”. Totango DNA-CX™ is …

Meet Zoe Video
Product updates

Meet Zoe [Video]

< 1 – min read Curious to see Zoe in action but not enough time for a full demo? We’ve got you covered, in less than a minute (47 seconds …

Zoe in Slack
Product updates

Why We Chose Slack as Zoe’s First Integration

2 – min read We’re thrilled to introduce Zoe, an intelligent, conversational chatbot available now in Slack, the collaborative work environment, and via email. Slack is making team collaboration …

Meet Zoe
Product updates

AI for Customer Success: Introducing Zoe

4 – min read Back in the ‘90s, we were told that CRM software was the solution to customer centricity. Even just few years ago, Salesforce, undoubtedly the leader …

Swarming for customer success
Customer Success Summit

Who’s in customer success?

2 – min read The focus in growth and attention of customer success within an organization is definitely a very positive trend. Many companies, including very large enterprises, are …

Customer Onboarding

How to Boost Slow Product Adoption After Onboarding Your Customer

2 – min read Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers …

Customer Success

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 …

Customer Success

Reimagining Customer Success and the New Totango Logo

2 – min read Back in 2010, Totango was founded on a simple, yet powerful premise: companies today need a new paradigm to manage their customer relationships. CRM is …

Customer Success

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 …

Customer Centricity

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 …

Best Practices

3 questions every new VP of Customer Success should answer

2 – min read Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Starting a new job anywhere …

Customer Retention & Churn

Customer Retention Cost: A New Metric for the Boardroom

3 – min read We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next …

Customer Retention & Churn

Building an Early Warning System

2 – min read Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting …

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 …

Customer Retention & Churn

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

2 – min read We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year …

Customer Success

How data nerds at New Relic are tackling Customer Success

2 – min read “One thing we’ve learned from Customer Success is that the deeper the engagement, the more information we can net out from customers like where our …

Customer Insights

3rd Annual SaaS Metrics Report: Underscoring the need for Customer Success

2 – min read As 2013 comes to a close, we wanted to leave you with the results of our 3rd annual SaaS metrics survey on the key performance …

Customer Loyalty

5 ways to level up customer loyalty

2 – min read Customers are your superstars because, in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in …

Customer Insights

Amy’s Customer Success Manifesto – Part3:Metrics

< 1 – min read In the third part of our four part interview with Amy Friedman, a passionate customer success pro, she talks about metrics for customer success. Top …

Customer Engagement

Chief Customer Officers Boost Customer Engagement

2 – min read I am excited to see so many talk about the importance of the Chief Customer Officer. Dedicating an executive on your team to customer success …

Customer Marketing

What is the Connection between Lifecycle Marketing and Automated Nurturing?

2 – min read Reading Fergus Gloster’s post on Marketo’s blog got me thinking how Lifecycle marketing has dramatically evolved lately. Fergus states that Marketing Qualified Leads (MQL) won’t …

Best Practices

Five Tips to Customer Love

2 – min read When you’re in the Software-as-a-Service (SaaS) business, you should think of how to attract your users to your application in a way they’d be more …

Customer Engagement

How Zendesk and CloudBees Increase their User Engagement

3 – min read Yesterday, the SandHill Magazine have published an article about Managing Challenges of Onboarding SaaS Customers and Converting from Free Software Trials where 2 of the …

Customer Health

New Customer Health Dashboard to Easily Monitor Customer Success

2 – min read The Totango team is excited to announce the release of the Customer Health Dashboard which helps cloud application providers and software as a service companies …

Totango Company Updates

Totango Featured in WSJ …

< 1 – min read Totango was quoted today in the Wall Street Journal in an article about Steve Jobs: “It’s not to that point of being annoying yet, but …

Customer Success

The Future of Customer Success Management: A Look Ahead

2 – min read We are super excited to be co-hosting an event with Mikael Blaisdell, one of the pioneers of customer success management. We consistently hear from our …

Customer Retention & Churn

Customer Success How To: Learning from Customers Who Churn

3 – min read Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn …

Customer Marketing

Successful Lifecycle Marketing through Innovative Marketo & Totango Integration

3 – min read We are excited about our integration with Marketo to help companies with lifecycle marketing (marketing to existing customers). Combining the capabilities of Marketo with Totango …

Customer Engagement

How Engagement Score is Calculated

< 1 – min read The engagement score is an at-a-glance metric that Totango adds to each account. Its purpose is to give you a sense of how active and …

Customer Engagement

How Dropbox Increases Their Customer Engagement Rate

2 – min read Today I’ve interviewed Steve Bartel, Head of Analytics Team at Dropbox. Dropbox no-touch sales model is a very good example to emphasize how important it …

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