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TOTANGO
Totango Web Service
SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
TOP 6 USER ENGAGEMENT METRICS TO TRACK 4. Customer Health Score. Customer health score combines multiple metrics into an overall measure of engagement and satisfaction which helps you predict how likely an account is to renew or churn. A common misconception is that customer health is calculated with a single score like NPS. A true customer health score is a combination ofmetrics.
LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
5 STAKEHOLDER ENGAGEMENT PRACTICES TO IMPROVE CUSTOMER However, every type of stakeholder can benefit from the following stakeholder engagement best practices: 1. Build Key Relationships. Your customer stakeholders can become powerful product advocates within their company and help to explain your shared goals and potentials among team members and the C-suite. GETTING STARTED WITH HIERARCHY USING CSV FILES A. On Data Modeler page (under Global Settings --> Data Management), click to add a new account attribute and select the Hierarchy Roll-up option. Then, select the source attribute (any numeric attribute), the formula (Sum, Avg or both) and the Dimension. When you save, Totango will create the roll-up and start to calculate the roll-up with the THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE … The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver PROVEN SAAS CUSTOMER SUCCESS BEST PRACTICES TO INCREASE After all, recurring revenue is ultimately more valuable than new revenue. With this focus on recurring revenue, your goal becomes increasing the lifetime value of your customer relations. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constantmonitoring
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free.TOTANGO
Totango Web Service
SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
TOP 6 USER ENGAGEMENT METRICS TO TRACK 4. Customer Health Score. Customer health score combines multiple metrics into an overall measure of engagement and satisfaction which helps you predict how likely an account is to renew or churn. A common misconception is that customer health is calculated with a single score like NPS. A true customer health score is a combination ofmetrics.
LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
5 STAKEHOLDER ENGAGEMENT PRACTICES TO IMPROVE CUSTOMER However, every type of stakeholder can benefit from the following stakeholder engagement best practices: 1. Build Key Relationships. Your customer stakeholders can become powerful product advocates within their company and help to explain your shared goals and potentials among team members and the C-suite. GETTING STARTED WITH HIERARCHY USING CSV FILES A. On Data Modeler page (under Global Settings --> Data Management), click to add a new account attribute and select the Hierarchy Roll-up option. Then, select the source attribute (any numeric attribute), the formula (Sum, Avg or both) and the Dimension. When you save, Totango will create the roll-up and start to calculate the roll-up with the THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE … The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver PROVEN SAAS CUSTOMER SUCCESS BEST PRACTICES TO INCREASE After all, recurring revenue is ultimately more valuable than new revenue. With this focus on recurring revenue, your goal becomes increasing the lifetime value of your customer relations. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constantmonitoring
TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today!TOTANGO
Totango Web Service
CONFIGURING MYSQL CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Co GETTING STARTED WITH HIERARCHY USING CSV FILES Overview. As all data in Totango, your Totango Global Admin can use the Customer Data Hub to manage your customers' hierarchy. Whether you are using one-time upload or setting up a recurrent upload, Totango will use the data, mapped to parent_id attribute to build and update the hierarchy of your customers.. Read more (and watch the Video Tutorials) about the Customer Data hub. CONFIGURING SNOWFLAKE CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Co Q&A SESSION: MASTERING SCALE WITH DIGITAL CUSTOMER JOURNEYS Jamie Bertasi, talks with Trustpilot Sr Global Dir. of Customer Marketing Taylor Cunningham,& Monster Sr Dir of CS and Client AdoptionKarla Russel
CONFIGURING MS SQL SERVER CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Co CONFIGURING POSTGRESQL CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Co CONFIGURING MS DYNAMICS CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Con CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
GROSS RETENTION VS. NET RETENTION: WHAT’S THE DIFFERENCE? Gross retention tells you how much revenue you’re maintaining when activity that increases your average customer value isn’t factored in. Net retention tells you how much revenue you’re maintaining when revenue-increasing growth activity is part of the equation. You need both metrics for a complete picture of how well your retention LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS CREATE A WEBHOOK TO POST MESSAGES TO SLACK 1 - Create an incoming webhook app in Slack. The first step is to generate an incoming webhook URL in Slack that you can use later. If you already have an incoming webhook you may use that and skip to setting up the SuccessPlay in Totango in Step 2. Go to api.slack.com and click on "Create a new Slack App". Provide an App Name and choosethe
5 STAKEHOLDER ENGAGEMENT BEST PRACTICES TO IMPROVE The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Use Data-Driven Communication. Define and Standardize Engagement Plans. Track and Analyze Your Engagements. Proactively Take Action. The more meaningful communication you have with your customers, the better your relationship will be. SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
GROSS RETENTION VS. NET RETENTION: WHAT’S THE DIFFERENCE? Gross retention tells you how much revenue you’re maintaining when activity that increases your average customer value isn’t factored in. Net retention tells you how much revenue you’re maintaining when revenue-increasing growth activity is part of the equation. You need both metrics for a complete picture of how well your retention LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS CREATE A WEBHOOK TO POST MESSAGES TO SLACK 1 - Create an incoming webhook app in Slack. The first step is to generate an incoming webhook URL in Slack that you can use later. If you already have an incoming webhook you may use that and skip to setting up the SuccessPlay in Totango in Step 2. Go to api.slack.com and click on "Create a new Slack App". Provide an App Name and choosethe
5 STAKEHOLDER ENGAGEMENT BEST PRACTICES TO IMPROVE The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Use Data-Driven Communication. Define and Standardize Engagement Plans. Track and Analyze Your Engagements. Proactively Take Action. The more meaningful communication you have with your customers, the better your relationship will be. SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to Q&A SESSION: MASTERING SCALE WITH DIGITAL CUSTOMER JOURNEYS Jamie Bertasi, talks with Trustpilot Sr Global Dir. of Customer Marketing Taylor Cunningham,& Monster Sr Dir of CS and Client AdoptionKarla Russel
7 CUSTOMER ONBOARDING BEST PRACTICES 7 Customer Onboarding Best Practices to Set Clients Up for Success. To make the most of the different onboarding stages and ensure a positive experience, use these best practices: 1. Create a Holistic View of Your Customer. Creating a holistic view of your customer will give you the context and breadth needed to make data-driven decisions. SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
CONFIGURING POSTGRESQL CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Co TOP 6 USER ENGAGEMENT METRICS TO TRACK 4. Customer Health Score. Customer health score combines multiple metrics into an overall measure of engagement and satisfaction which helps you predict how likely an account is to renew or churn. A common misconception is that customer health is calculated with a single score like NPS. A true customer health score is a combination ofmetrics.
THE RELATIONSHIP BETWEEN YOUR CUSTOMER SUCCESS PLATFORM This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success tothe next level.
TOP 5 TAKEAWAYS FROM THE CISCO CUSTOMER EXPERIENCE Here are the top 5 takeaways for the Cisco CX Specialization Certification. Customer Success is a growth strategy. Invest in the right customer success technology partner. Take advantage of Cisco incentive payouts (offset technology costs) Guide your teams at scale (make everyone a hero) Leverage the latest customer success bestpractices.
HOW TO CREATE A CUSTOMER SUCCESS ADOPTION PLAN Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. MAKING THE MOST OF THE CUSTOMER LIFECYCLE MANAGEMENT PROCESS Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEM The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
GROSS RETENTION VS. NET RETENTION: WHAT’S THE DIFFERENCE? Gross retention tells you how much revenue you’re maintaining when activity that increases your average customer value isn’t factored in. Net retention tells you how much revenue you’re maintaining when revenue-increasing growth activity is part of the equation. You need both metrics for a complete picture of how well your retention LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS CREATE A WEBHOOK TO POST MESSAGES TO SLACK 1 - Create an incoming webhook app in Slack. The first step is to generate an incoming webhook URL in Slack that you can use later. If you already have an incoming webhook you may use that and skip to setting up the SuccessPlay in Totango in Step 2. Go to api.slack.com and click on "Create a new Slack App". Provide an App Name and choosethe
5 STAKEHOLDER ENGAGEMENT BEST PRACTICES TO IMPROVE The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Use Data-Driven Communication. Define and Standardize Engagement Plans. Track and Analyze Your Engagements. Proactively Take Action. The more meaningful communication you have with your customers, the better your relationship will be. SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
GROSS RETENTION VS. NET RETENTION: WHAT’S THE DIFFERENCE? Gross retention tells you how much revenue you’re maintaining when activity that increases your average customer value isn’t factored in. Net retention tells you how much revenue you’re maintaining when revenue-increasing growth activity is part of the equation. You need both metrics for a complete picture of how well your retention LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS CREATE A WEBHOOK TO POST MESSAGES TO SLACK 1 - Create an incoming webhook app in Slack. The first step is to generate an incoming webhook URL in Slack that you can use later. If you already have an incoming webhook you may use that and skip to setting up the SuccessPlay in Totango in Step 2. Go to api.slack.com and click on "Create a new Slack App". Provide an App Name and choosethe
5 STAKEHOLDER ENGAGEMENT BEST PRACTICES TO IMPROVE The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Use Data-Driven Communication. Define and Standardize Engagement Plans. Track and Analyze Your Engagements. Proactively Take Action. The more meaningful communication you have with your customers, the better your relationship will be. SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to Q&A SESSION: MASTERING SCALE WITH DIGITAL CUSTOMER JOURNEYS Jamie Bertasi, talks with Trustpilot Sr Global Dir. of Customer Marketing Taylor Cunningham,& Monster Sr Dir of CS and Client AdoptionKarla Russel
7 CUSTOMER ONBOARDING BEST PRACTICES 7 Customer Onboarding Best Practices to Set Clients Up for Success. To make the most of the different onboarding stages and ensure a positive experience, use these best practices: 1. Create a Holistic View of Your Customer. Creating a holistic view of your customer will give you the context and breadth needed to make data-driven decisions. SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
CONFIGURING POSTGRESQL CONNECTION Overview In modern technology, there is a clear need to reuse objects and let the user configure each object once and repeatedly use it over and over again.This is the basic assumption of the “Co TOP 6 USER ENGAGEMENT METRICS TO TRACK 4. Customer Health Score. Customer health score combines multiple metrics into an overall measure of engagement and satisfaction which helps you predict how likely an account is to renew or churn. A common misconception is that customer health is calculated with a single score like NPS. A true customer health score is a combination ofmetrics.
THE RELATIONSHIP BETWEEN YOUR CUSTOMER SUCCESS PLATFORM This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success tothe next level.
TOP 5 TAKEAWAYS FROM THE CISCO CUSTOMER EXPERIENCE Here are the top 5 takeaways for the Cisco CX Specialization Certification. Customer Success is a growth strategy. Invest in the right customer success technology partner. Take advantage of Cisco incentive payouts (offset technology costs) Guide your teams at scale (make everyone a hero) Leverage the latest customer success bestpractices.
HOW TO CREATE A CUSTOMER SUCCESS ADOPTION PLAN Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. MAKING THE MOST OF THE CUSTOMER LIFECYCLE MANAGEMENT PROCESS Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEM The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free.TOTANGO
Totango Web Service
SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS 5 STAKEHOLDER ENGAGEMENT BEST PRACTICES TO IMPROVE The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Use Data-Driven Communication. Define and Standardize Engagement Plans. Track and Analyze Your Engagements. Proactively Take Action. The more meaningful communication you have with your customers, the better your relationship will be. GROSS RETENTION VS. NET RETENTION: WHAT’S THE DIFFERENCE? Gross retention tells you how much revenue you’re maintaining when activity that increases your average customer value isn’t factored in. Net retention tells you how much revenue you’re maintaining when revenue-increasing growth activity is part of the equation. You need both metrics for a complete picture of how well your retention WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
GETTING STARTED WITH HIERARCHY USING CSV FILES A. On Data Modeler page (under Global Settings --> Data Management), click to add a new account attribute and select the Hierarchy Roll-up option. Then, select the source attribute (any numeric attribute), the formula (Sum, Avg or both) and the Dimension. When you save, Totango will create the roll-up and start to calculate the roll-up with the PROVEN SAAS CUSTOMER SUCCESS BEST PRACTICES TO INCREASE After all, recurring revenue is ultimately more valuable than new revenue. With this focus on recurring revenue, your goal becomes increasing the lifetime value of your customer relations. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constantmonitoring
THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEM The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free.TOTANGO
Totango Web Service
SUCCESSPLAY OVERVIEW Overview. SuccessPlays are an automatically triggered set of tasks that an organization can configure in order to improve team workflows so that Customer Success Managers are focused on the meaningful activities at the right time. Organizations and team leads can operationalize their business processes by defining and implementingconsistent
LOW-TOUCH VS. HIGH-TOUCH CUSTOMER SUCCESS MODELS 5 STAKEHOLDER ENGAGEMENT BEST PRACTICES TO IMPROVE The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Use Data-Driven Communication. Define and Standardize Engagement Plans. Track and Analyze Your Engagements. Proactively Take Action. The more meaningful communication you have with your customers, the better your relationship will be. GROSS RETENTION VS. NET RETENTION: WHAT’S THE DIFFERENCE? Gross retention tells you how much revenue you’re maintaining when activity that increases your average customer value isn’t factored in. Net retention tells you how much revenue you’re maintaining when revenue-increasing growth activity is part of the equation. You need both metrics for a complete picture of how well your retention WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
GETTING STARTED WITH HIERARCHY USING CSV FILES A. On Data Modeler page (under Global Settings --> Data Management), click to add a new account attribute and select the Hierarchy Roll-up option. Then, select the source attribute (any numeric attribute), the formula (Sum, Avg or both) and the Dimension. When you save, Totango will create the roll-up and start to calculate the roll-up with the PROVEN SAAS CUSTOMER SUCCESS BEST PRACTICES TO INCREASE After all, recurring revenue is ultimately more valuable than new revenue. With this focus on recurring revenue, your goal becomes increasing the lifetime value of your customer relations. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constantmonitoring
THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEM The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
TOTANGO
Totango Web Service
TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! HOW TO CREATE A CUSTOMER SUCCESS COMPENSATION STRATEGY At Totango, we believe the following four categories are excellent metrics to use in determining variable compensation: Retention: You can do periodic or quarterly pay outs based on a percentage of the overall portfolio account value. Portfolio Score: Reward month-over-month improvements for a CSM’s entire portfolio to encourage more strategic 1:many programs and activities. FAST TRACK YOUR CISCO CUSTOMER EXPERIENCE SPECIALIZATION Top 5 Takeaways for Cisco Customer Experience Specialization. 1. Customer Success is a growth strategy. 2. Invest in the Right Customer Success Technology Partner. 3. Take advantage of Cisco Incentive Payouts (Offset Technology Costs) 4. Guide Your Teams at Scale (MakeEveryone a Hero)
INCREASE CUSTOMER RENEWALS WITH THESE CUSTOMER SUCCESS There are three things you should be examining closely every day to get a deeper understanding of — and a deeper relationship with — each and every customer: 1. Ask good questions. I discussed the idea of measuring customer success from the customer’s point of view and choosing the right measurements. UNDERSTANDING THE CUSTOMER SUCCESS TEAM STRUCTURE Understanding the Customer Success Team Structure. The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the moreSAML SINGLE-SIGN-ON
These are the steps to configure SAML SSO in Totango: Go to General Settings in Totango Users page. Click on SAML SSO edit settings. SAML parameters which need to be defined in Totango: Domain name - your company domain name. It will be used to identify your company and redirect the user to the right identity provider page. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. A GUIDE TO IMPROVING PRODUCT QUALITY IN A SAAS ENVIRONMENT monthly escalations by functional area Breakdown by cause. We then take a deeper look at the type of the defect, namely if it was a result of a Regression or of New Functionality.. New Functionality represents defects discovered in the field for the first time (“it never worked”).They usually indicate we had not tested a recently delivered feature thoroughly enough. MAKING THE MOST OF THE CUSTOMER LIFECYCLE MANAGEMENT PROCESS Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product. CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
CUSTOMER SUCCESS WEBINARS Get an exclusive sneak peek into Totango’s upcoming roadmap including new SuccessBLOCs and integrations, as well as features and innovations to automate your workflows and digital engagements, streamline sharing and collaboration, and 5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE … The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver 5 SAAS RENEWAL PROCESS BEST PRACTICES FOR CUSTOMER RETENTION It’s like carefully cultivating land that can be harvested seasonally many times over. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey. Personalize your messaging. Automate renewals and upsells. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEM The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
CUSTOMER SUCCESS WEBINARS Get an exclusive sneak peek into Totango’s upcoming roadmap including new SuccessBLOCs and integrations, as well as features and innovations to automate your workflows and digital engagements, streamline sharing and collaboration, and 5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE … The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver 5 SAAS RENEWAL PROCESS BEST PRACTICES FOR CUSTOMER RETENTION It’s like carefully cultivating land that can be harvested seasonally many times over. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey. Personalize your messaging. Automate renewals and upsells. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEM The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
PRODUCT ADOPTION DRIVING TOOL FOR CUSTOMER SUCCESS The Adoption SuccessBLOC is specifically designed to accelerate product adoption according to Customer Success best practices. This SuccessBLOC is your tool for tracking usage and adoption of key features and getting users back on track when adoption dips. Product adoption is a top priority in retaining and expanding your customerbase.
CUSTOMER SUCCESS STRATEGY RESOURCES Totango surveyed close to 500 professionals and analyzed more than 10,000 data points for its 2019 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry. Read it.RELEASE NOTES
Usage component in the new Campaign Designer Add usage to your campaigns to provide your customers with personalized information. Read more Campaign Performance and CSV includes Engaged Links an GUIDE TO CUSTOMER GROWTH Customers and customer success teams will spend most of the customer lifecycle in the nurture or growth stage. Also known as the adoption stage, customer nurture begins at the point of first value and continues until the customer renews; then the process starts again. 7 CUSTOMER ONBOARDING BEST PRACTICES 7 Customer Onboarding Best Practices to Set Clients Up for Success. To make the most of the different onboarding stages and ensure a positive experience, use these best practices: 1. Create a Holistic View of Your Customer. Creating a holistic view of your customer will give you the context and breadth needed to make data-driven decisions. WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
7 GREAT CUSTOMER ENGAGEMENT IDEAS TO DECREASE CHURN Engagement opportunities are everywhere throughout your customer journey. Use These Great Customer Engagement Ideas to IncreaseRetention
MANAGE YOUR ATTRIBUTE DIMENSIONS Organizing attributes by business dimensions is an important step toward creating a digital representation of your customer data in Totango. Dimensions allow you to categorize your account and user attributes into logical groups for easier access while creating segments or viewing attributes. Each attribute in Totango can beassociated with one
SAML SINGLE-SIGN-ON
These are the steps to configure SAML SSO in Totango: Go to General Settings in Totango Users page. Click on SAML SSO edit settings. SAML parameters which need to be defined in Totango: Domain name - your company domain name. It will be used to identify your company and redirect the user to the right identity provider page. USING EMAIL-TO-TOUCHPOINT TO SIMPLIFY YOUR WORKDAY Getting Started. There's 3 ways to utilize the Email-to-Touchpoint. 1. When you need to log a customer interaction, you can simply type your notes in an email and include the email address of the customer in the subject line. Send to touchpoints@totango.com and your notes will be recorded as a touchpoint on the Account Timeline. CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
CUSTOMER SUCCESS WEBINARS Get an exclusive sneak peek into Totango’s upcoming roadmap including new SuccessBLOCs and integrations, as well as features and innovations to automate your workflows and digital engagements, streamline sharing and collaboration, and 5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE …CUSTOMER ONBOARDING DOCUMENTCUSTOMER ONBOARDING EXAMPLESCUSTOMER ONBOARDING PROCESSCUSTOMER ONBOARDING TEMPLATEONBOARDING CUSTOMER EXPERIENCEONBOARDING NEW CUSTOMERS The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver 5 SAAS RENEWAL PROCESS BEST PRACTICES FOR CUSTOMER RETENTIONCONTRACT RENEWAL PROCESS BEST PRACTICESGREEN CARD RENEWAL PROCESSPASSPORTRENEWAL PROCESS
It’s like carefully cultivating land that can be harvested seasonally many times over. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey. Personalize your messaging. Automate renewals and upsells. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEMCUSTOMER CHURN MODELCUSTOMER CHURN RATECUSTOMER CHURN CALCULATIONCUSTOMER CHURN RATE BY INDUSTRYCUSTOMER CHURN DATA SETPREVENTING CUSTOMER CHURN The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
CUSTOMER SUCCESS WEBINARS Get an exclusive sneak peek into Totango’s upcoming roadmap including new SuccessBLOCs and integrations, as well as features and innovations to automate your workflows and digital engagements, streamline sharing and collaboration, and 5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE …CUSTOMER ONBOARDING DOCUMENTCUSTOMER ONBOARDING EXAMPLESCUSTOMER ONBOARDING PROCESSCUSTOMER ONBOARDING TEMPLATEONBOARDING CUSTOMER EXPERIENCEONBOARDING NEW CUSTOMERS The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver 5 SAAS RENEWAL PROCESS BEST PRACTICES FOR CUSTOMER RETENTIONCONTRACT RENEWAL PROCESS BEST PRACTICESGREEN CARD RENEWAL PROCESSPASSPORTRENEWAL PROCESS
It’s like carefully cultivating land that can be harvested seasonally many times over. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey. Personalize your messaging. Automate renewals and upsells. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEMCUSTOMER CHURN MODELCUSTOMER CHURN RATECUSTOMER CHURN CALCULATIONCUSTOMER CHURN RATE BY INDUSTRYCUSTOMER CHURN DATA SETPREVENTING CUSTOMER CHURN The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
PRODUCT ADOPTION DRIVING TOOL FOR CUSTOMER SUCCESS The Adoption SuccessBLOC is specifically designed to accelerate product adoption according to Customer Success best practices. This SuccessBLOC is your tool for tracking usage and adoption of key features and getting users back on track when adoption dips. Product adoption is a top priority in retaining and expanding your customerbase.
CUSTOMER SUCCESS STRATEGY RESOURCES Totango surveyed close to 500 professionals and analyzed more than 10,000 data points for its 2019 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry. Read it.RELEASE NOTES
Usage component in the new Campaign Designer Add usage to your campaigns to provide your customers with personalized information. Read more Campaign Performance and CSV includes Engaged Links an GUIDE TO CUSTOMER GROWTH Customers and customer success teams will spend most of the customer lifecycle in the nurture or growth stage. Also known as the adoption stage, customer nurture begins at the point of first value and continues until the customer renews; then the process starts again. 7 CUSTOMER ONBOARDING BEST PRACTICES 7 Customer Onboarding Best Practices to Set Clients Up for Success. To make the most of the different onboarding stages and ensure a positive experience, use these best practices: 1. Create a Holistic View of Your Customer. Creating a holistic view of your customer will give you the context and breadth needed to make data-driven decisions. WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
7 GREAT CUSTOMER ENGAGEMENT IDEAS TO DECREASE CHURN Engagement opportunities are everywhere throughout your customer journey. Use These Great Customer Engagement Ideas to IncreaseRetention
MANAGE YOUR ATTRIBUTE DIMENSIONS Organizing attributes by business dimensions is an important step toward creating a digital representation of your customer data in Totango. Dimensions allow you to categorize your account and user attributes into logical groups for easier access while creating segments or viewing attributes. Each attribute in Totango can beassociated with one
SAML SINGLE-SIGN-ON
These are the steps to configure SAML SSO in Totango: Go to General Settings in Totango Users page. Click on SAML SSO edit settings. SAML parameters which need to be defined in Totango: Domain name - your company domain name. It will be used to identify your company and redirect the user to the right identity provider page. USING EMAIL-TO-TOUCHPOINT TO SIMPLIFY YOUR WORKDAY Getting Started. There's 3 ways to utilize the Email-to-Touchpoint. 1. When you need to log a customer interaction, you can simply type your notes in an email and include the email address of the customer in the subject line. Send to touchpoints@totango.com and your notes will be recorded as a touchpoint on the Account Timeline. CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
CUSTOMER SUCCESS WEBINARS Get an exclusive sneak peek into Totango’s upcoming roadmap including new SuccessBLOCs and integrations, as well as features and innovations to automate your workflows and digital engagements, streamline sharing and collaboration, and 5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE …CUSTOMER ONBOARDING DOCUMENTCUSTOMER ONBOARDING EXAMPLESCUSTOMER ONBOARDING PROCESSCUSTOMER ONBOARDING TEMPLATEONBOARDING CUSTOMER EXPERIENCEONBOARDING NEW CUSTOMERS The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver 5 SAAS RENEWAL PROCESS BEST PRACTICES FOR CUSTOMER RETENTIONCONTRACT RENEWAL PROCESS BEST PRACTICESGREEN CARD RENEWAL PROCESSPASSPORTRENEWAL PROCESS
It’s like carefully cultivating land that can be harvested seasonally many times over. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey. Personalize your messaging. Automate renewals and upsells. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEMCUSTOMER CHURN MODELCUSTOMER CHURN RATECUSTOMER CHURN CALCULATIONCUSTOMER CHURN RATE BY INDUSTRYCUSTOMER CHURN DATA SETPREVENTING CUSTOMER CHURN The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
CUSTOMER SUCCESS SOFTWARE Totango is a Customer Success Software that helps enterprises drive revenue growth, reduce churn while focusing on the SaaS customer journey. Experience Totango for free. TOTANGO CUSTOMER SUCCESS SOFTWARE PACKAGES The Totango Customer Success Platform has packages to meet your budget and needs, free or paid! Try our Community Edition for free today! ENTERPRISE CUSTOMER SUCCESS MANAGEMENT Enterprise Customer Success Management | About Totango. webinar. 2019 State of the customer success industry. 8/27, 10 am pt/1pm ET. register today . We Are Passionate About Customers, People and Technology. Unite your data, teams, and communications to spark your customer engagements and accelerate customer driven growth. Start forFree.
TOTANGO
Totango Web Service
CUSTOMER SUCCESS WEBINARS Get an exclusive sneak peek into Totango’s upcoming roadmap including new SuccessBLOCs and integrations, as well as features and innovations to automate your workflows and digital engagements, streamline sharing and collaboration, and 5 BEST PRACTICES FOR EFFECTIVE CUSTOMER ESCALATION MANAGEMENT Listen and learn what your customer is upset about. Then, paraphrase it and repeat it back to them to demonstrate that you’ve heard and understood the concern. For example, you could say, “It sounds like you’re having a very hard time getting your new mouse to THE TOP 5 CUSTOMER ONBOARDING METRICS AND HOW TO LEVERAGE …CUSTOMER ONBOARDING DOCUMENTCUSTOMER ONBOARDING EXAMPLESCUSTOMER ONBOARDING PROCESSCUSTOMER ONBOARDING TEMPLATEONBOARDING CUSTOMER EXPERIENCEONBOARDING NEW CUSTOMERS The Top 5 Customer Onboarding Metrics and How to Leverage Them. customer onboarding, onboarding process. Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver 5 SAAS RENEWAL PROCESS BEST PRACTICES FOR CUSTOMER RETENTIONCONTRACT RENEWAL PROCESS BEST PRACTICESGREEN CARD RENEWAL PROCESSPASSPORTRENEWAL PROCESS
It’s like carefully cultivating land that can be harvested seasonally many times over. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey. Personalize your messaging. Automate renewals and upsells. CUSTOMER SUCCESS AND UPSELLS: HOW TO MAKE THE MOST OF Upsells Happen Every Day. Unlike renewals, upsells aren’t tied to timelines. Rather, they are a function of the customer experience. To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. THE TOP 4 CAUSES OF CUSTOMER CHURN AND HOW TO ADDRESS THEMCUSTOMER CHURN MODELCUSTOMER CHURN RATECUSTOMER CHURN CALCULATIONCUSTOMER CHURN RATE BY INDUSTRYCUSTOMER CHURN DATA SETPREVENTING CUSTOMER CHURN The Top 4 Causes of Customer Churn and How to Address Them. In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept anupsell.
PRODUCT ADOPTION DRIVING TOOL FOR CUSTOMER SUCCESS The Adoption SuccessBLOC is specifically designed to accelerate product adoption according to Customer Success best practices. This SuccessBLOC is your tool for tracking usage and adoption of key features and getting users back on track when adoption dips. Product adoption is a top priority in retaining and expanding your customerbase.
CUSTOMER SUCCESS STRATEGY RESOURCES Totango surveyed close to 500 professionals and analyzed more than 10,000 data points for its 2019 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry. Read it.RELEASE NOTES
Usage component in the new Campaign Designer Add usage to your campaigns to provide your customers with personalized information. Read more Campaign Performance and CSV includes Engaged Links an GUIDE TO CUSTOMER GROWTH Customers and customer success teams will spend most of the customer lifecycle in the nurture or growth stage. Also known as the adoption stage, customer nurture begins at the point of first value and continues until the customer renews; then the process starts again. 7 CUSTOMER ONBOARDING BEST PRACTICES 7 Customer Onboarding Best Practices to Set Clients Up for Success. To make the most of the different onboarding stages and ensure a positive experience, use these best practices: 1. Create a Holistic View of Your Customer. Creating a holistic view of your customer will give you the context and breadth needed to make data-driven decisions. WHICH SALESFORCE.COM DATA-FIELDS SHOULD I SYNC WITH TOTANGO? Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation. Totango requires several key data points on accounts in order to support common use cases of the technology.. In many cases, these are readily availablein
7 GREAT CUSTOMER ENGAGEMENT IDEAS TO DECREASE CHURN Engagement opportunities are everywhere throughout your customer journey. Use These Great Customer Engagement Ideas to IncreaseRetention
MANAGE YOUR ATTRIBUTE DIMENSIONS Organizing attributes by business dimensions is an important step toward creating a digital representation of your customer data in Totango. Dimensions allow you to categorize your account and user attributes into logical groups for easier access while creating segments or viewing attributes. Each attribute in Totango can beassociated with one
SAML SINGLE-SIGN-ON
These are the steps to configure SAML SSO in Totango: Go to General Settings in Totango Users page. Click on SAML SSO edit settings. SAML parameters which need to be defined in Totango: Domain name - your company domain name. It will be used to identify your company and redirect the user to the right identity provider page. USING EMAIL-TO-TOUCHPOINT TO SIMPLIFY YOUR WORKDAY Getting Started. There's 3 ways to utilize the Email-to-Touchpoint. 1. When you need to log a customer interaction, you can simply type your notes in an email and include the email address of the customer in the subject line. Send to touchpoints@totango.com and your notes will be recorded as a touchpoint on the Account Timeline. This website uses cookies to ensure you get the best experience on ourwebsite. Learn more
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BUSINESS SUCCESS BEGINS WITH CUSTOMERS Day-to-day operational challenges can distract you from your mission to create value for your customers. Totango enables your enterprise to accelerate Customer Success, using best practices to streamline and manage all of your post-sales activities. 2019 CODiE Winner: Best Customer Success Solution. CUSTOMER SUCCESS SOLUTIONS BUILT FOR THE ENTERPRISE. CONNECT THE DOTS OF ALL CUSTOMER DATA. Unify all your customer data streams and unlock a richer, real-time understanding of your customer’s health, lifecycle and touchpoints to enable customer-first decisions. Learn more about Totango’s Customer Data Platform, DNA-CX. “Having this data be instantaneous, at people’s fingertips is really key to how we grow.” Jim Mercer, Head of Customer Success, Zoom FROM REACTIVE TO PROACTIVE CUSTOMER SUCCESS . Operationalize the customer-centered activities that drive the biggest impact on your customers’ outcomes and your business results. See why Spark is purpose-built for Customer Successacceleration.
“Totango helps our success managers to actually help clients consume our offers and drive adoption of the functions and features that ouroffers provide.”
Dilip kumar, COO Group Services, NTT GET RESULTS IN WEEKS, NOT MONTHS. Focus on your most critical business priority first, deploy nimbly and scale intelligently, realizing value in weeks, not months through a goal oriented, modular approach. Speed your time to impact with SuccessBLOCs. “Totango allows you to realize value quickly. It’s the best product in the market.” Erin miller, VP of Client Success, Tyler Technologies “We chose Totango largely because we felt that they were going to be a good partner and Totango has proven to be a good partner." keith strotdman, COO Customer first, SAPWatch Story
"Companies like Totango, which I've been using for 3 years really helps us as it relates to how we scale and partner with ourcustomers."
Jim Mercer, Head OF CUSTOMER SUCCESSWatch Story
“Finally, for the first time, we have proactive customer data to determine customer health and take action. " Katie Yagodnik, Senior Manager – customer success, MOnsterWatch Story
"Totango helps our success managers to actually help our clients consume our offers and drive adoption." dilip kumar, coo – group servicesWatch Story
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