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?
Best Practices

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
Best Practices

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 …

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.
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 …

Conference

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 …

Webinar

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 & …

Impact Step: Sign Up to Customer Success
Product updates

Impact Step, Latest Feature of Zoe, Enables Cross-functional Engagement in Customer Success

2 – min read Sign up to customer success with Impact Steps, the latest feature of Zoe that allows diverse groups of employees to organically work together toward the customer …

An Under-the-Hood Look at Implementing Zoe in Slack
Product updates

Lessons Learned by our Developers: Implementing Zoe in Slack

4 – min read Zoe is the new product from Totango that allows everyone in the company to participate in customer success. Zoe’s conversational interface lets employees ask questions about …

TSW: Organizational Convergence in a Recurring Revenue World
Conference

Let’s Meetup Next Week at TSW 2017

2 – min read Technology Services World (TSW). May 1 – May 3 in San Diego at the Hilton San Diego Bayfront. Where thought-provoking leaders, engaged attendees, and cutting-edge …

Totango DNA-CX
Product updates

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 …

Zoe in Slack
Product updates

Taking Customer Data Beyond the Customer Success Function with Zoe

< 1 – min read We are excited to introduce Zoe™, the newest product developed by Totango. Zoe opens up customer success to the entire organization by making customer data available …

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 …

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 Success

Totango Named a Finalist in Three Categories for 2016 CODiE Awards

< 1 – min read The SIIA recently announced that Totango has been named a finalist for the 2016 SIIA CODiE Award in the following categories: Best Customer Success Management …

Best Practices

Introducing “Farm Don’t Hunt: The Definitive Guide to Customer Success”

2 – min read I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written …

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 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 Success Business
Customer Retention & Churn

The Business of Customer Success

< 1 – min read Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their …

Customer Experience Management

Totango In Action: Helping Customer Success Professionals Win

< 1 – min read As a Customer Success professional sometimes your job can seem daunting. You are responsible for driving the success of your entire customer portfolio and make …

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 …

Business Insights

Bringing Mobility to Customer Success

2 – min read Mark Zuckerberg used to famously gather employees of Facebook in order to celebrate product achievements and proclaim that at any given point in time, Facebook …

Best Practices

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 …

Best Practices

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 …

Best Practices

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 …

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. …

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 …

Uncategorized

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 …

Product updates

Product Update: Your Totango and Salesforce just got more connected

< 1 – min read One of the most powerful aspects of Totango is the seamless integration with the Salesforce.com platform. Today we’re excited to announce new capabilities that give …

Customer love

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 Retention & Churn

Retaining customers in baseball, higher education and secure networking

2 – min read Across industries attention is shifting from customer acquisition to customer retention. In this blog three stories about how to retain and grow customers: one from baseball, a second from higher education and lastly a story about networking gear that can tell its vendor which customers may not be getting the most out of their purchase.

Customer Retention & Churn

Amy’s Six Secrets For Customer Success Professionals

3 – min read Over the past week we released a series of short clips from an interview with Amy Friedman, a four time customer success professional with over …

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