How To Ask A Client For A Referral [+ Templates]
Totango Blog
by Mia Jacobs
1M ago
ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions. One excellent way to create the conditions for this purchasing motivation is with client referrals. What Is a Client Referra ..read more
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Why is CS hiring so hard? Tips for finding your people
Totango Blog
by Mia Jacobs
1M ago
As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across the globe. It’s clear to corporate leaders that strong onboarding and ongoing engagement help convert tentative new relationships into happy customers and established revenue streams; and risk management protects hard-earned customer trust and shines a light on opportunities for expansion. But despite being a key driver of value in most businesses, customer success is still an evolving industry and the concept of a department ..read more
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6 tips for designing customer journeys that deliver value at scale
Totango Blog
by Mia Jacobs
3M ago
In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start?  That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference. Check out six key takeaways from their discussion, plus a bonus tip from a session hosted by our friends at Higher Logic. Be sure to watch the full video below for even more helpful tips.  Start with def ..read more
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Customer Success Team Structure: Four Best Practices
Totango Blog
by Mia Jacobs
3M ago
Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. 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. Then we’ll examine how a customer success team is organized and how different customer success roles fit into your organizational chart. We’ll share four essential keys to structuring a customer ..read more
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13 Customer Success Manager Skills to Look for When Hiring
Totango Blog
by Mia Jacobs
3M ago
Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)? Just what does a customer success manager do? Let’s start by defining what a customer success manager does so we have a clear CSM meaning in mind. A customer success manager helps customers conti ..read more
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How customer success teams drive value through collaboration
Totango Blog
by Mia Jacobs
4M ago
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. 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. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to re ..read more
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SaaS Tools for Business Growth: Five Essentials You Must Have
Totango Blog
by Mia Jacobs
4M ago
SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps Software-as-a-Service (SaaS) tools automate your business functions, fueling your growth by increasing efficiency. For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Here we’ll guide you through the essential SaaS tools you need for business growth. First, we’ll define SaaS tools and explain how they connect wi ..read more
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What is Customer Enablement? A Quick Guide for B2B & SaaS
Totango Blog
by Mia Jacobs
4M ago
Customer Enablement Essentials: What B2B and SaaS Brands Need to Know Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences, promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enableme ..read more
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Customer Success Playbook Tips: Five Proven Tactics
Totango Blog
by Mia Jacobs
5M ago
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. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify how customer success differs from customer service. Then we’ll consider the benefits of using success playb ..read more
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QBR Meeting Agendas: Best Practices for QBR Prep
Totango Blog
by Mia Jacobs
5M ago
How to Make Your QBR Meeting Agenda Count A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. These meetings can play a crucial role in your customers’ overall health and success. However, a QBR meeting agenda can be challenging to plan and execute. In a recent poll, we asked customer success professionals what their top challenges were for performing QBRs. According to the respon ..read more
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