Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. What is gross retention?

Outlook 108

Outlook Customer Acquisition Start-ups Customer Retention 108

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. But we nerds know that even the most optimized character sheet can't guarantee success. Here are some ways you can identify potential leadership qualities in your team.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Totango

FEBRUARY 23, 2024

Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. On a recent episode of the MarTech Podcast, Karen talked about her first 60 days at Totango and the steps she took to ensure a smooth transition and set herself and her newly united team up for success.

Start-ups 97

Start-ups Business Growth Sales 97

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

VOZIQ

AUGUST 13, 2023

Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

Technology 105

Technology Technology Customer Retention Customer Satisfaction 105

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Scorecard 79

Scorecard NPS Gaming Sales 79

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

SurveySensum

JANUARY 25, 2024

In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. These tips are all about using the trust that comes with good customer feedback to turn that satisfaction into great opportunities. They help you spot customers who aren’t just happy but super excited about your brand.

NPS 52

NPS Customer Feedback Gaming Social Media 52

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Net Promoter Score 83

Net Promoter Score NPS Touchpoint Technology 83

VOZIQ

SEPTEMBER 1, 2022

Winning churn is a game changer. Businesses that have managed churn and improved their customer relationships and CLV are on a steady path to success. But what does it take to win a customer’s trust and have an ever-growing CLV? Winning in Loyalty -McKinsey Company. How Do You Measure Customer Success?

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

VOZIQ

SEPTEMBER 1, 2022

Winning churn is a game changer. Businesses that have managed churn and improved their customer relationships and CLV are on a steady path to success. But what does it take to win a customer’s trust and have an ever-growing CLV? Winning in Loyalty -McKinsey Company. How Do You Measure Customer Success?

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Between the Tupperware mold ecosystem under my desk, having to climb out my car’s window when the door broke, the “pleather pants incident” and a variety of other things, I had quite the winning reputation.

CX 203

CX Start-ups Gaming Education 203

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Totango

FEBRUARY 8, 2021

the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. It shows that our hard work and dedication to our customers’ needs is paying off and providing true value to our users.”. Totango, Inc.,

Start-ups 95

Start-ups Customer Experience 95

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Gaming CX Start-ups 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Gaming CX Start-ups 182

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Inside Customer Service

SEPTEMBER 23, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. How do you get customers to keep coming back?

Customer Loyalty 147

Customer Loyalty Start-ups Customer Service Customer Experience 147

Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Out-of-the-Box Functionality . Out-of-the-Box Functionality .

Start-ups 86

Start-ups Sales Customer Experience 86

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. Having your design systems separate from your run systems means that the design stage of your customer journey is disconnected from the rest of the process. Does this sound familiar to you? Enter Canvas.

Customer Experience 96

Customer Experience Customer Journey Map Finance Start-ups 96

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

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. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

Totango

FEBRUARY 22, 2021

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. Changing the Customer Success Game.

Gaming 62

Gaming Hospitality Hospitality Sports 62

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Relationship 63

Customer Relationship Start-ups Technology Technology 63

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Guy Nirpaz , Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”.

Engineering 91

Engineering Sales Customer Experience 91

The Customer Service Blog

DECEMBER 31, 2023

Oh well, you win some, you lose some! I invested in them because I thought that Royal Mail (now officially known as International Services PLC) was a company heading for success. This caused considerable harm to customers, and Royal Mail took insufficient steps to try and prevent this failure. How wrong I was!

Government 75

Government Customer Service 75

Confirmit

JANUARY 27, 2021

Many organizations strive to create positive customer and employee experiences – but implementing the right approaches and driving action can be a challenge. The Confirmit ACE Awards capture those organizations who are meeting that challenge to take customer and employee relationships to the next level. Boost workplace morale.

Voice of the Employee 52

Voice of the Employee Voice of the Customer 52

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Scorecard 100

Scorecard NPS Customer Retention Start-ups 100