Expert insights. Personalized for you.
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 the customer lifecycle. How to Develop a Customer Success Workflow . MORE
Perhaps your business is just beginning to dip its toes into the wave of the future—or, perhaps you already have a remote Customer Success team, but recognize that there is room for improvement in their communication or operations. Best Practices for a Remote Customer Success Team. MORE
As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. As a customer success manager, it can be tempting to see effectiveness as our ultimate goal. MORE
As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value. MORE
All successful business owners know that the key to their success is due to the customer’s satisfaction. The customer always comes first. Customer Success SaaS Marketing Journey SaaS Content Marketing MORE
Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. MORE
Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. 5 | Totango has the best customers ever! MORE
The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. MORE
The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). But baked into that promise is a catch: your revenue needs to actually recur in order to make servicing and supporting your customers worthwhile. The Customer Success Paradox. MORE
Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. MORE
But Maria, the head of Customer Success [1], had a $2B number. It meant Sales could be focused on customer acquisition and that Customer Success could be, definitionally, focused on customer success because it owned renewals. The CEO. MORE
Customer success technology is one of the breakout tech categories that has emerged over the past 5 years. The rise of the customer success ‘domain’ in B2B software companies has driven this new market category. articles customer success MORE
I’m talking about your customers—the people up close and personal with your product or service. Your customer base can either make or break your company. Mastering customer success is vital in the subscription space. What is customer success? MORE
The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. MORE
The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers. MORE
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind. MORE
When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles. MORE
A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. What is the Difference Between Customer Success vs. Customer Service? MORE
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. Tracking Data Throughout the Customer Journey. Customer Success Uncategorized MORE
How many Customer Success Managers (CSMs) do we need to give our customers their Appropriate Experience (AX)? What happens if a bunch of customers upgrade? Is our Customer Success Management team too big? CSM Customer-facing Hours. Number of Customers. MORE
The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Head of Customer Success. MORE
The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know. MORE
The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Tell me about the top 3 customers you lost. MORE
The bigger the addressable market and how much it is needed by the market indicates how much effort is needed for the customer success function. Customer success is your product. Your product is customer success. What customer success can’t do. MORE
The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. MORE
Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. How Customer Success Drives Predictive Sales and Marketing. It creates a better customer experience. More customers . MORE
” Is this the Secret to Success? Is the issue that the metrics we have used for years to show success to our users and customers are just meaningless? Apply This Insight (to Increase User Adoption & Customer Success). MORE
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind. MORE
What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. MORE
Whether you’re trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics. 1) CUSTOMER CHURN RATE. MORE
SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. SaaS Customer Alignment Tip #7. MORE
In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. MORE
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. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results? MORE
Imagine you’re a customer. Do you continue to get the same level of attention from that company’s customer success (CS) team? This makes the sales to customer success handoff a critical moment that can determine whether or not you retain a customer. MORE
The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. Success plan. MORE
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. MORE
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 more important than ever before. However, this process takes dedicated nurturance of the customer relationship. MORE
The report uses data from 5m sales and customer calls to benchmark sales team performance. We’ve also collected data on customer success and the right ways to handle the critical transition from sales to customer success after a customer signs. If you’re curious about how your team stacks up relative to others, or want to read about the best practices for sales and customer success teams, it’s worth a read Our portfolio company Chorus.ai MORE
This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. MORE
As the SaaS industry matures, we are witnessing the evolution of SaaS metrics beyond simple, historical financial measures toward sophisticated operational measures in the form of new SaaS customer success metrics and predictive analytics. An Ocean of Customer Success Data. MORE
Totango has always been focused on helping companies succeed at Customer Success so they can deliver value and exceptional experiences to their customers. Whether you are new to Customer Success or just want to test drive Totango, now you can for free! MORE
Customer Success Related Topics 
SaaStr
MARCH 1, 2020
The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Tell me about the top 3 customers you lost.
Customer Success-Driven Growth
APRIL 30, 2020
How many Customer Success Managers (CSMs) do we need to give our customers their Appropriate Experience (AX)? What happens if a bunch of customers upgrade? Is our Customer Success Management team too big? CSM Customer-facing Hours. Number of Customers.
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Totango
JANUARY 21, 2020
The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Head of Customer Success.
Totango
JANUARY 14, 2020
When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles.
Totango
FEBRUARY 11, 2020
This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.
Totango
OCTOBER 29, 2019
In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.
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Totango
JULY 23, 2019
The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments.
Totango
APRIL 8, 2020
The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers.
Totango
DECEMBER 3, 2019
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.
SaaSX
OCTOBER 6, 2019
The bigger the addressable market and how much it is needed by the market indicates how much effort is needed for the customer success function. Customer success is your product. Your product is customer success. What customer success can’t do.
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. Tracking Data Throughout the Customer Journey. Customer Success Uncategorized
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Tom Tunguz
NOVEMBER 21, 2019
The report uses data from 5m sales and customer calls to benchmark sales team performance. We’ve also collected data on customer success and the right ways to handle the critical transition from sales to customer success after a customer signs. If you’re curious about how your team stacks up relative to others, or want to read about the best practices for sales and customer success teams, it’s worth a read Our portfolio company Chorus.ai
Totango
FEBRUARY 14, 2020
Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing.
Totango
NOVEMBER 12, 2019
Imagine you’re a customer. Do you continue to get the same level of attention from that company’s customer success (CS) team? This makes the sales to customer success handoff a critical moment that can determine whether or not you retain a customer.
Totango
JULY 30, 2019
The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product.
Totango
JUNE 11, 2019
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 more important than ever before. However, this process takes dedicated nurturance of the customer relationship.
Totango
JANUARY 22, 2019
The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. Success plan.
Totango
JULY 25, 2019
What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business.
Totango
MARCH 21, 2019
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. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?
Totango
MAY 22, 2020
Perhaps your business is just beginning to dip its toes into the wave of the future—or, perhaps you already have a remote Customer Success team, but recognize that there is room for improvement in their communication or operations. Best Practices for a Remote Customer Success Team.
Totango
SEPTEMBER 20, 2019
Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. 5 | Totango has the best customers ever!
Sales Hacker
MARCH 19, 2020
Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. How Customer Success Drives Predictive Sales and Marketing. It creates a better customer experience. More customers .
Totango
FEBRUARY 25, 2020
A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. What is the Difference Between Customer Success vs. Customer Service?
Totango
FEBRUARY 6, 2020
Totango has always been focused on helping companies succeed at Customer Success so they can deliver value and exceptional experiences to their customers. Whether you are new to Customer Success or just want to test drive Totango, now you can for free!
Chaotic Flow
APRIL 22, 2014
As the SaaS industry matures, we are witnessing the evolution of SaaS metrics beyond simple, historical financial measures toward sophisticated operational measures in the form of new SaaS customer success metrics and predictive analytics. An Ocean of Customer Success Data.
Totango
FEBRUARY 21, 2020
As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.
TriTuns
JANUARY 15, 2020
” Is this the Secret to Success? Is the issue that the metrics we have used for years to show success to our users and customers are just meaningless? Apply This Insight (to Increase User Adoption & Customer Success).
Valuize Consulting
MAY 11, 2020
Customer success technology is one of the breakout tech categories that has emerged over the past 5 years. The rise of the customer success ‘domain’ in B2B software companies has driven this new market category. articles customer success
Kellblog
MARCH 13, 2020
But Maria, the head of Customer Success [1], had a $2B number. It meant Sales could be focused on customer acquisition and that Customer Success could be, definitionally, focused on customer success because it owned renewals. The CEO.
SaaStr
FEBRUARY 19, 2019
The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). But baked into that promise is a catch: your revenue needs to actually recur in order to make servicing and supporting your customers worthwhile. The Customer Success Paradox.
Totango
FEBRUARY 6, 2020
The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know.
Totango
DECEMBER 17, 2019
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 the customer lifecycle. How to Develop a Customer Success Workflow .
ProfitWell
NOVEMBER 4, 2019
I’m talking about your customers—the people up close and personal with your product or service. Your customer base can either make or break your company. Mastering customer success is vital in the subscription space. What is customer success?
Totango
JANUARY 30, 2020
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind.
OPEXEngine
APRIL 14, 2020
Whether you’re trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics. 1) CUSTOMER CHURN RATE.
Inside Intercom
MAY 20, 2020
As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. As a customer success manager, it can be tempting to see effectiveness as our ultimate goal.
Totango
JULY 23, 2019
The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments.
Totango
SEPTEMBER 6, 2017
Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time.
Inturact
SEPTEMBER 5, 2018
All successful business owners know that the key to their success is due to the customer’s satisfaction. The customer always comes first. Customer Success SaaS Marketing Journey SaaS Content Marketing
Totango
JANUARY 30, 2020
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind.
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