Getting Started

Just getting started with Customer Success? Learn best practices to create a scalable Customer Success strategy.

  • Guide for Company-Wide Customer Success

    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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  • Introducing Totango DNA-CX - The Heart of Zoe32:19

    Introducing Totango DNA-CX - The Heart of Zoe

    At Customer Success Summit 2017, we introduced the world to Zoe™. Zoe opens up customer success to the entire company and makes it everyone’s business. The data technology behind Zoe is what makes it

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  • Guide to Successful Customer Renewal and Upsell

    Guide to Successful Customer Renewal and Upsell

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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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  • 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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  • 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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  • Six Guiding Principles of Great Customer Success

    Six Guiding Principles of Great Customer Success

    How do best-in-class companies approach Customer Success? They don’t simply repackage things they’ve been doing and expect a different outcome. Totango has distilled this down to 6 guiding principles

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  • From the Beginning: Customer Success at Early Stage Start-ups

    From the Beginning: Customer Success at Early Stage Start-ups

    Part of the Customer Success Summit On-Demand Series Sometimes Customer...

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  • How to create a customer journey - Totango1:59

    How to create a customer journey - Totango

    Need to drive value to customers, for this we can create an use a customer journey, with different stages such as: - Trial Conversion - Onboarding - Build value - Expand value Key points in this proc

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  • A CEO's definition of Customer Success1:13

    A CEO's definition of Customer Success

    Jeff Erhardt, CEO of Wise.io, explains how Customer Success, like Big Data, has taken on a lot of different meanings. He shares what he sees as the fundamental definition: proactively ensuring your c

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  • The financial justification for Customer Success1:27

    The financial justification for Customer Success

    Thomas Lah, Executive Director of TSIA, explains the viable reason for technology-as-a-service companies to spend 3%-20% of revenue in customer success. Today companies spend over $1 to get $1 in incr

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  • Lessons from Unbounce: How to grow a Customer Success team

    Lessons from Unbounce: How to grow a Customer Success team

    Unbounce is a high-growth, self-serve, landing-page creation, testing and...

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  • 3 Non-Negotiable Traits for your First Customer Success Manager

    3 Non-Negotiable Traits for your First Customer Success Manager

    Your first Customer Success Manager can make a huge impact on your business....

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  • Building a Product with your Customers in Mind

    Building a Product with your Customers in Mind

    Part of the Customer Success Summit On-Demand Series When we talk about...

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  • Building Out a Comprehensive Health Score

    Building Out a Comprehensive Health Score

    Part of the Customer Success Summit On-Demand Series Defining your customer...

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

    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,...

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  • When Should You Start Investing In Customer Success?

    When Should You Start Investing In Customer Success?

    Customer Success technology is an essential investment for any SaaS business — startup or established. We advocate earlier is better, read about when you should invest in Customer Success.

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  • Customer Success Manifesto1:58

    Customer Success Manifesto

    Focus on: - Value over customer management - Customer actions over words - Real-time sensors over historical snapshots - Contextual engagement over periodic check-ins #CS101

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  • Guest blog: A KPI Dashboard for early stage SaaS startups

    Guest blog: A KPI Dashboard for early stage SaaS startups

    Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key...

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