White Papers and Reports

  • Zoe: A How-To Guide for Company-Wide Customer Success

    Zoe: A How-To Guide for Company-Wide Customer Success

    Zoe is a conversational interface that gives access to customer data to any employee and allows them to participate in cross-functional, proactive customer impacts.

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  • Guide to Successful Renewal and Upsell

    Guide to Successful Renewal and Upsell

    Learn best practices for successful customer renewals. Customer success teams can, and must, influence renewal events with proactive and focused programs throughout the entire customer lifecycle.

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  • 2016 Customer Success Salary Survey & State of the Profession Report

    2016 Customer Success Salary Survey & State of the Profession Report

    The 2016 Customer Success Salary Report surveyed 1000 respondents to establish industry benchmarks for Customer Success professionals regarding compensation trends, the growth and maturity.

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  • Guide to Successful Customer Onboarding

    Guide to Successful Customer Onboarding

    The first 90 days will decide the fate of your implementation. Make sure you are following our best practices to ensure a smooth onboarding for your customers.

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  • 2016 SaaS Metrics Report

    2016 SaaS Metrics Report

    Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to bett

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  • The Definitive Guide to Buying a Customer Success Platform

    The Definitive Guide to Buying a Customer Success Platform

    Thinking of buying a Customer Success software solution? This comprehensive guide lays out the 5 "must-have" components to evaluate for your growing SaaS organization.

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  • Join our 6/21 Webinar on Building a Customer Culture

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  • 2015 Customer Success Salary & State of the Profession Report

    2015 Customer Success Salary & State of the Profession Report

    Customer Success as a profession is going through a meteoric rise. This was evident in the most recent Customer Success Salary & State of the Profession Report.

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  • Best Practices on Driving High Product Adoption

    Best Practices on Driving High Product Adoption

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  • Infographic: 2015 Customer Success Salary Survey & State of the Profession Report

    Infographic: 2015 Customer Success Salary Survey & State of the Profession Report

    A visual representation of the results from our 2015 Customer Success Salary Survey & State of the Profession Report.

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  • ROI Metrics: The best way to measure Customer Success

    ROI Metrics: The best way to measure Customer Success

    How do you measure Customer Success? This guide will show you what metrics to use to prove ROI with y our Customer Success efforts.

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  • Customer Success Innovation

    Customer Success Innovation

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  • White Paper: How to Map the Customer Journey

    White Paper: How to Map the Customer Journey

    The customer journey starts with your first engagement with a potential customer all the way through renewal and upsell. There are five key steps to charting customer journey.

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  • White Paper: How to Build an Early Warning System

    White Paper: How to Build an Early Warning System

    Creating an Early Warning System helps you move away from fire fighting and lets your customer success team focus on proactive customer retention.

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  • The Missing SaaS Metric: Customer Retention Cost Report

    The Missing SaaS Metric: Customer Retention Cost Report

    The Customer Retention Cost (CRC) and the CRC Ratio help assess and benchmark customer retention efforts in the industry.

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  • Top 12 Reasons Customers Churn

    Top 12 Reasons Customers Churn

    Learn the top reasons that customers churn and how you can proactively work to prevent it and increase upsell.

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  • White Paper: Your 90-Day Plan for Starting Customer Success

    White Paper: Your 90-Day Plan for Starting Customer Success

    Here are the steps you should take in the first 90 days to fully understand your role, your team & your business.

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  • The State of Customer Success: 2015

    The State of Customer Success: 2015

    In this joint TSIA and Totango research paper, we explore the survey results grouped into these 4 areas: the Customer Life Cycle, Defining the Charter, Staffing Customer Success, and Technology.

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  • 2014 Customer Success Salary Report

    2014 Customer Success Salary Report

    Check out the 2014 Customer Success Salary Report to learn about the state of the industry in 2014.

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  • 6 Secrets of Great Customer Success

    6 Secrets of Great Customer Success

    Learn from Customer Success leaders about the top 6 secrets for great Customer Success.

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  • 2014 SaaS Metrics Survey

    2014 SaaS Metrics Survey

    This year's key take-away underscores the importance of customer success in the SaaS business model and why companies need to be focused on boosting retention.

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