Totango Blog: your Guide to Managing the Customer Journey

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Customer Success – The Farming Paradigm (With Gifs!)

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 have been mastering a very simple, repetitive process – prep the soil, plant the seeds,…

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Top Executives Weigh In On Lessons Learned In Customer Success

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 of customer success in their careers and at their companies. Watch the two recorded sessions …

When Is The Right Time For a Customer Success Solution?

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 Summit. You’ve even heard how customer success solutions have evolved to manage complex hierarchies and …

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

In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success. If you have ever dealt with customers before, you have inevitably faced a situation which made you …

Becoming customer centric at an early-stage startup

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 proactively influence the lifetime value of the customer. With good reason. In Gallup’s “Guide …

Why should you attend Customer Success Summit?

While conferences are a great place to learn best practices that you can leverage in your career, sometimes it’s hard to know which ones are worth the time and money, and which are really just a glorified party. With our 3rd …

The Loyalty Link: Marketing to Engage and Retain

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches …

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

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 management enables them to reduce churn, encourage upsells and promote evangelism. Through working …

5 keys to a Customer Success Dream Team

There’s been a lot of talk about who a customer success manager is, what sets them apart from account managers, and what they do. Let’s switch gears and discuss the things that are making these teams successful so others can learn from …

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

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 — let’s move on to the final three guiding principles from the Customer Success Manifesto.…

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

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 our customers successful — day after day, month after month, year after year. Yet Customer …

Box’s S-1: The Customer Success Perspective

Since Box filed its S-1, there has been a lot of debate online about the health and viability of its business. Last week, Tien Tzuo of Zuora penned a strong defense of Box’s founder Aaron Levie, which I think is …

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

We spoke to Vala Afshar, CMO and Chief Customer Officer of Enterasys, before – but briefly – at a conference. We are excited to catch some more of his time to discuss his view on customer success best practices. Like …

9 Customer Engagement Plays You Should Implement For Customer Success

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 have been proven to boost customer success results. The webinar was split into three categories:…

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

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 an awesome evening with customer success pros from Bluejeans Network, Clarizen and Zuora speaking about …

Customer Success: practices and experiences from the front line (meetup)

We’re happy to announce that we are sponsoring the next installment of The Forum Customer Success series in the Redwood City, CA area! (Read about our previous event) When: Thursday; August 30th, 2012 7:00 – 8:45 PM (register) Where: Training …