And the winner is… Totango!  

And the winner is… Totango!

Award season is upon us and Totango emerges early as a winner in this year’s CRM Watchlist. For those who aren’t familiar with this report by Paul Greenberg, the CRM Watchlist is an impact award looking at which companies have made the most impact in the market in 2014 along with those who are anticipated… (Continue reading)

Why should you attend Customer Success Summit?  

Why should you attend Customer Success Summit?

While conferences are a great place to learn best practices that you can leverage in your career, sometimes it’s hard to know which ones are worth the time and money, and which are really just a glorified party. With our 3rd Annual Customer Success Summit coming to San Francisco on March 23-24 we wanted to help people… (Continue reading)

The Loyalty Link: Marketing to Engage and Retain  

The Loyalty Link: Marketing to Engage and Retain

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches to reach out, on an individual basis, at precisely the right time with exactly the… (Continue reading)

Customer Success Predictions for 2015  

Customer Success Predictions for 2015

2014 has come to an end and it’s amazing to look back and see the phenomenal growth we experienced in the customer success industry last year. Working with hundreds of SaaS companies, I personally saw customer success elevated as a top priority, not only at the departmental level but also at the board and executive… (Continue reading)

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?  

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year – in itself a sign that the topic of metrics and key performance indicators is top-of-mind for a lot of SaaS professionals. The survey covered SaaS companies ranging in size… (Continue reading)

Customer Success Summit 2015 is here!  

Customer Success Summit 2015 is here!

For the last two years, the Customer Success Summit has been a sold-out show, bringing together executives, thought-leaders, and practitioners of Customer Success.  Today I am happy to announce that the 3rd Annual Customer Success Summit will be held on March 23-24, 2015 at the Westin St. Francis in the heart of Union Square, San… (Continue reading)

New Feature: Announcing the Customer Health Console  

New Feature: Announcing the Customer Health Console

We are thrilled to announce the launch of the Customer Health Console!  A few months ago, we released the Customer Portfolio Manager, a tool for every CSM to manage their own portfolio of customers in one central place.  Now with the Customer Health Console, executives and managers have the ability to track the health of… (Continue reading)

Trials and tribulations: 4 best practices for increasing trial conversions  

Trials and tribulations: 4 best practices for increasing trial conversions

A recent study shows 67% of SaaS companies receive some percentage of their new customers through free trials. If your company offers free trials or a freemium model, it’s important for you to find ways to increase trial conversion rates in order impact new customer acquisition. While it’s widely accepted that increasing your trial conversion… (Continue reading)

Top 3 lessons learned from building today’s best in class customer success  

Top 3 lessons learned from building today’s best in class customer success

At Totango we’ve worked with over 200 customers of all sizes to help design, build and deploy best-in-class customer success management programs for their organization. Customer success management enables them to reduce churn, encourage upsells and promote evangelism. Through working with these companies, as well as drinking our own champagne, we’ve learned a few best… (Continue reading)

New Feature:  Track changes in usage, utilization and customer status  

New Feature: Track changes in usage, utilization and customer status

We are happy to announce the release of a new feature in Totango that enables you to track changes in engagement score, license utilization, and customer status.  This powerful feature allows you to put context around the numbers that you are tracking.  For example, you can now track if  a customer’s usage has dropped more… (Continue reading)

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