Totango CEO and co-founder of Totango, Guy Nirpaz, discusses his five tips for creating and maintaining customer loyalty in Mashable’s business section. One important goal for improving customer experience is learning why consumers abandon your product:

When customers are cancelling or not renewing their subscription with you, they churn. So, what will you learn from every customer that leaves you? You won’t. Unless you have data. This is why you should consider creating a churn database. This would be a place where you store information about cancelled customers.

Nirpaz notes selling cloud and software-as-a-service applications is all about driving usage, adoption, and customer success — not about selling. Read “5 Tips for Creating and Maintaining Customer Loyalty” at Mashable.