Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Finance Enterprise Interviewing 91

User Pilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. After all, analyzing customer data can help you identify areas to improve upon and anticipate customer behaviors. Uncover customer behavior and preferences.

Data 98

Data Customer Lifetime Value Retention Churn 98

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

Scale 87

Scale Scaling Revenue Customer Success 87

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98

Baremetrics

AUGUST 17, 2021

Customer attrition is the term used to describe the loss of paying customers from a business. Customer attrition is also called customer churn and is often considered a natural part of business evolution. The big question is this: Did the customer stop voluntarily or involuntarily? Table of Contents.

Artificial Intelligence 95

Artificial Intelligence Payments SaaS Payments Payment Services 95

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Success 86

Customer Success Onboarding Construction Retention 86

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. What Is Churn Rate and How Does It Relate to Customer Retention? What Is Churn Rate and How Does It Relate to Customer Retention?

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business. Length of the relationship.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 90

Customer Success Engagement Communication Metrics 90

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. What Causes a High Churn Rate?

Churn 84

Churn Systems Review Retention Technical Review 84

Valuize Consulting

APRIL 28, 2022

Churn: SaaS Growing Pains. In the recurring revenue world, churn scales with your business. The more your business grows and expands, the more churn you’ll experience. While some churn is expected, it must be kept at a manageable level in order to maintain a healthy customer retention rate.

Churn 52

Churn Retention Scale B2B 52

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Success 127

Customer Success Software Review Systems Review Benchmarks 127

User Pilot

JULY 12, 2021

How much does your business stand to gain from using customer retention analytics? While acquiring new customers is crucial, it’s important not to neglect the ones you already have. Effective retention takes more than just using your intuition to determine what will keep customers satisfied.

Retention 98

Retention Technical Review Software Review Churn 98

User Pilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention. Look no further!

Retention 98

Retention Scale Underperforming Technical Team Churn 98

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 71

Customer Success Engagement Communication Metrics 71

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Define Customer Health Score.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Customer Success 107

Customer Success Technical Review Outsourced Development Churn 107

ChurnZero

OCTOBER 19, 2021

Although the quarterly business review purpose — to strategize and realign on customer goals — remains important, the somewhat inflexible timing of the QBR doesn’t speak to a new focus on driving continuous customer value. . Are these meetings the most beneficial they can be for your customers? Question the “Q” in QBR.

Business 98

Business Churn Customer Success Onboarding 98

Valuize Consulting

AUGUST 19, 2021

Net Dollar Retention Is The Gold Standard Of Customer Success Measurement. Factoring upgrades, downgrades and churn, NDR gives a clear picture of how much growth a company is able to generate from existing customers and, by extension, how satisfied those customers are with the value being delivered. Downgrades.

Retention 52

Retention Metrics Churn Customer Success 52

Valuize Consulting

AUGUST 19, 2021

Net Dollar Retention Is The Gold Standard Of Customer Success Measurement. Factoring upgrades, downgrades and churn, NDR gives a clear picture of how much growth a company is able to generate from existing customers and, by extension, how satisfied those customers are with the value being delivered. Downgrades.

Retention 52

Retention Metrics Churn Customer Success 52

User Pilot

JUNE 14, 2023

Looking to leverage the product feedback survey template to gather valuable insights from your customers? TL;DR A product feedback survey is a structured tool for gathering customer feedback on products or services. Smiley face customer satisfaction survey to gather user feedback using smiley faces to represent satisfaction levels.

Scale 97

Scale SaaS User Experience Market Research 97

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 62

Customer Success Engagement Communication Metrics 62

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . You can do that with an investment in Customer Success and customer education. .

Education 98

Education Customer Success Venture Capital Churn 98

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

Customer Success 89

Customer Success Acquisition Technology Churn 89

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Trends 71

Trends Customer Success Artificial Intelligence Scale 71

Totango

FEBRUARY 25, 2020

Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. What is the Difference Between Customer Success vs. Customer Service?

Customer Success 101

Customer Success Communication Data Analysis Trends 101

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 97

Customer Success Strategy Customer Lifetime Value SaaS 97

ProfitWell

OCTOBER 29, 2019

We all know that churn is the not-so-silent killer of SaaS businesses. In fact, according to Tomasz Tunguz , the median SaaS business loses approximately 10% of its revenue to churn every year. Churn prevention is your proactive strategy for keeping customers around. What is churn prevention?

Churn 66

Churn Merchant Services Payment Services SaaS Payments 66

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time.

Onboarding 127

Onboarding SaaS Healthcare Systems Review 127

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Onboarding 92

Onboarding Technical Review Software Review Scale 92

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Track and Analyze Your Engagements.

Communication 69

Communication Engagement Customer Success Churn 69

User Pilot

OCTOBER 18, 2022

How can user analysis help you drive product growth and reduce churn? With user analysis, you can derive invaluable insights into user behavior and identify: Roadblocks that impair customer retention. Unmet customers’ needs to inform your product roadmap. Customer analysis involves six steps: 1.

User Experience 97

User Experience Underperforming Technical Team Churn Retention 97

Sixteen Ventures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Churn: Syntax and Nomenclature.

Churn 131

Churn Customer Success Systems Review Outsourced Development 131

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place.

Customer Success 81

Customer Success Onboarding Churn Technology 81

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. What is Customer Intelligence?

Customer Success 52

Customer Success Artificial Intelligence AI Search Underperforming Technical Team 52

Totango

AUGUST 28, 2020

You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. A Comprehensive SaaS Customer Onboarding Checklist. Customer Success Team Checklist for Onboarding.

Onboarding 71

Onboarding Scale Software Review Systems Review 71

ChurnZero

JANUARY 28, 2020

For SaaS Customer Success teams whose performance is rated on creating new value to continuously improve customer outcomes, not evolving is not an option. That’s why we created this guide on selling Customer Success Software to the C-Suite to arm you with: Ways to overcome the 13 most common leadership objections.

Software Review 64

Software Review B2C Onboarding Churn 64