7 Reasons a Partner Program Drives Customer Success– the TradeGecko Journey  

7 Reasons a Partner Program Drives Customer Success– the TradeGecko Journey

As a Totango customer, Trade Gecko uses our platform to monitor their customers in order to ensure their success. This guest blog highlights the way a program they have implemented supports Customer Success and reduces churn. Does your SaaS company have a Partner Program yet? If the answer is no, then it definitely should –… (Continue reading)

Customer Success makes the list of Top 10 Fastest Growing Cloud Apps  

Customer Success makes the list of Top 10 Fastest Growing Cloud Apps

We’re excited to see that Customer Success is one of the fastest growing segments amongst cloud apps.  Totango was #4 on SkyHigh’s Top 10 Hottest Cloud Apps of 2014 (out of 7000+ cloud services evaluated).We’re in great company, with other products that are driving innovation in enterprise software and helping businesses solve their everyday problems… (Continue reading)

Where Do Customer Success Teams Belong?  

Where Do Customer Success Teams Belong?

Recently I was interviewed by Tom Murphy for an article about Customer Success organizations and I’d like to repost my answer for you here. The question he posed to leaders of Customer Success software companies was: Should a customer success team be part of the sales team, a customer support function, a marketing effort or something different? On the most fundamental… (Continue reading)

Lessons from Unbounce: How to grow a Customer Success team  

Lessons from Unbounce: How to grow a Customer Success team

Unbounce is a high-growth, self-serve, landing-page creation, testing and optimization tool. Though constantly evolving, Customer Success has been a priority at the company since it was founded. Ryan Engley, who has been with the company since its early days, has some interesting stories and lessons on building a customer success dream-team. Now Director of Customer… (Continue reading)

Customer Success Orienteering 101: Map Your Customer Journey  

Customer Success Orienteering 101: Map Your Customer Journey

As Customer Success Management emerges as it’s own field, the leaders and members of those organizations are charting new paths to success in their organization. According to the consensus definition from Wikipedia, they are orienteers – “navigating from point to point, in a diverse, unfamiliar terrain, normally moving at speed.”* In this uncharted territory, one… (Continue reading)

Totango Product Update: Customer Portfolio Management  

Totango Product Update: Customer Portfolio Management

With our new product upgrade, Customer Success teams can manage customers in a more scalable and efficient way. The Customer Portfolio Manager helps customer success managers maximize business results for their customers by prioritizing and focusing their attention on the right customers at the right time. So, let’s take a deeper look at what’s new… (Continue reading)

5 Simple Steps to Boost Retention  

5 Simple Steps to Boost Retention

As more and more businesses turn toward a subscription model the emphasis on customer retention has ballooned. The need to acquire customers still exists, but the stability of a business is increasingly reliant upon building a steady stream of revenue from existing customers year after year. So, how can you maximize the lifetime value of… (Continue reading)

Customer Success: A broad-brushed approach with a stencil  

Customer Success: A broad-brushed approach with a stencil

Customer Success is not a one-size-fits-all discipline. Each customer is different – and so are their needs and expectations. In the world of land-and-expand where upsell and recurring revenue is the critical metric, a SaaS company can struggle dealing with the varied needs of different customers, at the same time trying to scale the business…. (Continue reading)

How data nerds at New Relic are tackling Customer Success  

How data nerds at New Relic are tackling Customer Success

“One thing we’ve learned from Customer Success is that the deeper the engagement, the more information we can net out from customers like where our customers’ businesses are going or how to roadmap our product to meet their needs. This has helped guide how New Relic hires so that we can build a team that… (Continue reading)

How focusing on Customer Success Ensures Recurring Revenue Growth  

How focusing on Customer Success Ensures Recurring Revenue Growth

Some of the conversations from the “How focusing on Customer Success ensures recurring revenue growth” panel, moderated by April Oman of Zuora, at Subscribed earlier this month were pretty interesting. The panel featured Pete Khana of TrackVia, Mike Duggan of HP Cloud, and Brent Leary of CRM Essentials. Let’s take a look at some of the topics… (Continue reading)

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