Customer Success Resources

Digital-First Customer Success: A Definitive Guide

The essentials of digital-first customer success strategies

2021 State of Customer Success Industry and Salary Report

Explore the latest trends and predictions for the future in our 8th Annual Report

Download

Customer Journey Map Template

A customer journey map template lays out a path to optimal outcomes promoting client retention. Download a template you can adopt and adapt to optimize your customers’ experience and increase client retention.

Download

Customer Churn Essentials

The ROI of Operationalizing Data to Boost Customer Success

This research report by Aberdeen and Totango quantifies the business value of Customer Success programs on net revenue retention, CLV, and customer satisfaction.

Ultimate Guide to Customer Engagement

Learn how to understand and implement a sound customer engagement strategy focused on measurable goals.

2020 State of Customer Success Industry and Salary Report

Explore the latest trends and predictions for the future in our 7th Annual Report

The Customer Journey Map: An Ultimate Guide

Best practices on Customer Journey Mapping

Guide to Successful Customer Onboarding

A customer’s post-purchase experience sets the tone for their future relationship with your brand.

The Complete Guide to Customer Retention

The Complete Guide to Customer Retention looks at the three primary stages of the journey and shares best practices to achieve measurable results.

The Customer Success Manifesto

Learn about the six guiding principles of great customer success.

Read it Now

Article

Customer Success: The Farming Paradigm

If in this new world your customers must be farmed not hunted, then Customer Success is the farming paradigm.

Report

2019 State of Customer Success Industry and Salary Report

Totango surveyed close to 500 professionals and analyzed more than 10,000 data points for its 2019 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry.

6 New Rules for Great Customer Success

Customer-centric enterprises no longer focus exclusively on account management, customer support, or client services. Download this Totango ebook to learn about the 6 ways best-in-class companies are driving the highest levels of customer success.

Report

2018 Customer Success Salary Survey & State of the Profession Report

Download our 2018 Customer Success Salary Report to see the results of our latest survey. Report includes detailed salary trends for customer success managers, vice president of customer success and director of customer success.

eBook

Guide to Customer Growth

Customers and customer success teams will spend most of the customer lifecycle in the nurture or growth stage. Also known as the adoption stage, customer nurture begins at the point of first value and continues until the customer renews; then the process starts again.

eBook

Customer Success Company-Wide: A How-to Guide

Zoe enables a customer-centric culture. Leverage Zoe’s conversational interface to access customer data and empower everyone to align on customer success missions.

12 Customer Churn Risk Factors and How to Avoid Them

Download Totango's ebook to learn the top 12 reasons your customers abandon ship, and how to combat them. Use these tips to improve retention, increase upsell, and improve customer advocacy, regardless of industry or vertical.

Ebook

Best Practices on Driving High Product Adoption

For most companies, driving product adoption is a top priority in retaining and expanding the customer base. With high product adoption, companies can easily turn existing customers to product advocates, providing social proof that leads to more new customers.