Totango

NOVEMBER 27, 2023

Scaling with digital: Human-plus not humans-less “Scaled CS isn’t all or nothing,” Dishman said. Digital CS does not mean there is no need for human engagement. Cross-functional collaboration: customer outcomes The ultimate goal of CS is to ensure that your customer finds value in using your product.

Touchpoint 107

Touchpoint AI Gaming Innovation 107

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. Most expect to see CS emerging as a growth engine. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build.

AI 96

AI Engineering Business Growth Customer Acquisition 96

Totango

NOVEMBER 8, 2023

Create a 360-degree view of the customer Truly understanding customers and delivering them an exceptional experience requires unifying data from across the organization: sales, support, customer success, marketing, finance, and product. Looking for a different integration?

Finance 94

Finance Customer Retention Sales Technology 94

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Innovation 88

Innovation Outlook CRM Sales 88

Totango

JUNE 21, 2023

The cross-functional nature of customer success As we continue to redefine the landscape of customer success (CS), one thing is clear: the customer journey is a collaborative endeavor that involves marketing, sales, customer success, and product teams.

Customer Satisfaction 86

Customer Satisfaction Sales 86

Totango

MARCH 21, 2023

At the Customer Success Festival in New York City, Katie Yagodnik, director of CS operations and digital programs at Totango, and Nick Chang, VP of global CS at Aryaka, explored how operations teams can be leveraged to drive revenue growth in a fireside chat about “Effectively scaling your CS operation.”

Customer Journey Map 82

Customer Journey Map NPS Touchpoint Start-ups 82

Totango

JULY 15, 2021

Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals. But in order to do this effectively, CS teams need representation and leadership at the executive level. Let’s explore.

Start-ups 125

Start-ups Customer Relationship Education Customer Retention 125

Totango

NOVEMBER 18, 2020

Digitizing the onboarding experience standardizes the process and enables CS teams to track customer progression, send timely and relevant messages, and anticipate future needs. . Share Sales Data with the CS Team to Ensure a Smooth Handover. Identify your internal goals for onboarding and how you will measure them.

Close the Loop 79

Close the Loop NPS Customer Feedback Customer Retention 79

Totango

MAY 1, 2020

Today, I am happy to introduce more exciting features and functionalities as part of Belize : Touchpoint Enhancement: Increase alignment and Collaboration with Threaded Touchpoints. Increase team collaboration and alignment by tracking any interaction with customers through emails as touchpoints in Totango.

Touchpoint 62

Touchpoint Innovation Sales 62

Totango

AUGUST 14, 2020

Aligning Internal Stakeholders with New Customer Success Program. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. This enabled our CS team to understand, “Hey, I have a voice. The engagement level with sales has been very high.

Voice of the Customer 156

Voice of the Customer Start-ups Sales Customer Feedback 156

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. This continues a trend of high reliance on CS teams in the past few years, and with it has come an evolution in the compensation structures for these team members.

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64

Totango

JULY 31, 2020

Make sure, too, that what happens in onboarding aligns with the expectations set by your leadership and sales team. . This leaves the CS team fully prepared and informed about new customers. Good onboarding practice means having next steps set up so that your CS team is never in doubt about what to do.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Totango

JULY 5, 2022

Monitoring this important information allows you to make informed, data-driven decisions, and to evaluate how customer behaviors and interactions align with your business priorities and make adjustments as needed. . The right CS software provides proactive monitoring and intervention capabilities that are impossible to achieve manually.

Net Promoter Score 100

Net Promoter Score Start-ups NPS Customer Relationship 100

Totango

OCTOBER 23, 2020

During this stage, a successful handoff from your sales team to your customer success team is vital. For example, your CS team should know if a client is part of a paid account so that CSMs can adjust messaging accordingly and promote the appropriate benefits. Expectation Setting.

VOC 72

VOC Net Promoter Score Start-ups NPS 72

Totango

MAY 15, 2024

As CS grapples with rapidly evolving AI opportunities, executives from top companies gathered to share their hot takes on the advancements that will shape the future of the industry. 1: For CS to jump ahead with AI, teams will need to operate like a startup Startups are known for their agility, adaptability, and willingness to experiment.

AI 96

AI Sales Innovation B2B 96

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem.

Sports 88

Sports Sales Net Promoter Score NPS 88

Intercom

JANUARY 11, 2024

Marketing, customer care, operations, sales – all sorts of things on the go-to-market side and also a little bit on the product side. A colleague and I are working on a series of blog posts about this. ” If they haven’t achieved what they were hoping to achieve, it becomes a pushy sales conversation. Are you happy?

Customer Service 86

Customer Service CX AI Start-ups 86

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Get out there and extend your CS Fam!

B2B 52

B2B Start-ups Gaming Sales 52

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. When I get to sales, what are the conversations I’ll be having like? What was the deal cycle like from Sales? Are there technical elements to it?

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. Partners [product, sales, and marketing] are active participants in building those retention strategies.

Sports 95

Sports Customer Satisfaction Sales Healthcare 95

ClientSuccess

MAY 2, 2018

For those just joining our blog series CSM from the Trenches , welcome. Let’s move forward with this week’s blog post! While that presentation focused primarily on practical examples tied to the principles, I thought I’d compile additional thoughts in form of a 3-part blog as part of CSM from the Trenches. High and Wide.

Start-ups 42

Start-ups Customer Relationship Sales Customer Experience 42

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One thing I have found to be very effective are regular meetings with sales leadership, or sales counterparts.

Sales 40

Sales Start-ups Touchpoint 40

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. How Is a Customer Success Team Structured?

Sales 96

Sales Customer Satisfaction Start-ups CRM 96

Totango

FEBRUARY 5, 2024

In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. Out: The old-school Sales-to-CS handoff. emails from the sales rep. No more “Here’s your customer success manager, see you never!” We all know it.

Sales 101

Sales NPS Technology Technology 101

Totango

DECEMBER 13, 2022

And while the report does indicate companies are expanding their CS teams, many of those teams remain relatively small: 72% of teams employ between 1-30 people, and 45% employ fewer than 10. Let’s get aligned. When adding new team members there’s always an additional onboarding load—but hey, CS teams are good at that!

Start-ups 95

Start-ups Sales 95

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Another crucial point is internal alignment of the CSM’s role. Being on the CSM frontline allows us to directly influence the success of our clients.

Start-ups 40

Start-ups NPS Finance Technology 40

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? Let’s take a look at a few ways a dynamic CS platform can help you do more with less. Empower CS Creators Across the Organization.

NPS 114

NPS Sales Innovation Technology 114

Intercom, Inc.

MARCH 11, 2021

I’m not suggesting your support team turn into the sales team”. I’m not suggesting your support team turn into the sales team. You don’t typically have account managers or CS managers interacting with their customers because, in B2C, you have potentially millions of users. It is genuine.

B2C 118

B2C B2B Social Media Start-ups 118

Totango

OCTOBER 25, 2023

By Brent Cogswell From the beginning, the mission we embraced as a customer success (CS) team was to improve outcomes for our customers by gaining a single point of view of their complete journey. Schneider Electric is a global energy management and automation company that helps our customers use energy efficiently and sustainably.

Customer Experience 109

Customer Experience Finance Government Engineering 109

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. And the best CS teams main priorities include : Product adoption. Onboarding.

Start-ups 124

Start-ups Customer Feedback Education Sales 124

Intercom, Inc.

SEPTEMBER 24, 2019

It’s something that has since helped managers and ICs get clear and stay aligned around what impact looks like and how to achieve it. Impact: The new feature was a factor in unblocking a sales deal with a strategically important company worth $50k in revenue. Example 2: The designer wrote a blog post on design culture at Intercom.

Start-ups 222

Start-ups Engineering Sales Innovation 222

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I feel like it’s really important, especially in a younger company or CS organization, for CSMs to be agile and flexible.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

Totango

SEPTEMBER 30, 2022

In a world where technology is ubiquitous and constantly evolving, why do so many customer success (CS) managers say they don’t have the right tools to bring CS teams into digital transformation and scale-up growth? Additionally, one of the most desirable CS capabilities is predictive analytics.

Finance 91

Finance Artificial Intelligence Predictive Analytics Machine Learning 91

Totango

AUGUST 7, 2020

Having the ability to automate your CS teams’ work can make customer success scalable. Customer data should be drawn from every aspect of the customer journey, from the demographics captured at the sales event to the product usage data that flows from the customer’s incorporation of your product into their daily workflow.

Start-ups 62

Start-ups Gaming Customer Experience Sales 62

Totango

DECEMBER 10, 2020

In this article, we will explore 7 actions that CS professionals can take to create a digital customer journey that inspires loyalty, drives retention, and increases lifetime value. Even prior to the pandemic, the role of CS teams in the customer journey was shifting. The Changing Reality of Customer Success.

Scorecard 72

Scorecard Customer Loyalty Sales Customer Journey Map 72

ClientSuccess

MAY 8, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year.

Sales 56

Sales Innovation Customer Expectations 56

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132