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: 1. Early Warning System 2. Work Process Management 3. Customer Campaigns 4. Customer Analytics 5. Customer Monitoring In this guide, learn what each of these components should enable you and your organization to do. At a high level, the right platform will drive adoption, reduce churn, and increase upsells. However, not all customer success platforms are created equally. Use this buyer's guide to fully equip yourself with the information you need to make the right decision.
Guide to Successful Customer Onboarding
The first 90 days will decide the fate of your implementation. Make sure you are following our best practic...
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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.
Guide to Successful Customer Renewal and Upsell
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.
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.
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.
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
From the Beginning: Customer Success at Early Stage Start-ups
Part of the Customer Success Summit On-Demand Series Sometimes Customer...
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
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
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
Lessons from Unbounce: How to grow a Customer Success team
Unbounce is a high-growth, self-serve, landing-page creation, testing and...
3 Non-Negotiable Traits for your First Customer Success Manager
Your first Customer Success Manager can make a huge impact on your business....
Building a Product with your Customers in Mind
Part of the Customer Success Summit On-Demand Series When we talk about...
Building Out a Comprehensive Health Score
Part of the Customer Success Summit On-Demand Series Defining your customer...
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,...
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.
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
Guest blog: A KPI Dashboard for early stage SaaS startups
Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key...
Should there be a divide between proactive and reactive approaches with your customers?
In this recent article by Jason Lemkin he discusses that scaling your...
4 ways companies have implemented customer success into their business