It’s Time for the 4th Annual SaaS Metrics Survey  

It’s Time for the 4th Annual SaaS Metrics Survey

That’s right, as 2014 comes to a close it’s time to look back at the state of the SaaS market and see what metrics have become top of mind for the industry. We’ve just released our 4th Annual Saas Metrics Survey where we collect information from hundreds of SaaS companies to see how they are… (Continue reading)

Totango Tour – Palo Alto Event Recap  

Totango Tour – Palo Alto Event Recap

Our 10 city Totango Tour is near the end, and is finishing off on a strong note. Our second to last event was held in Silicon Valley at Gordon Biersch Brewery in Palo Alto, CA. The evening kicked off with a session on best practices featuring Guy Nirpaz, CEO & Co-Founder at Totango, Jonathan Hicken,… (Continue reading)

Totango Tour Stop #8 – Toronto  

Totango Tour Stop #8 – Toronto

We had a full house in Toronto and the venue was lively with Customer Success professionals.  Guy Nirpaz, CEO & Co-Founder at Totango kicked off the session. His discussion highlighted the importance of customer value over customer management. The session brought forth interesting questions for the attendees to think about – What recurring value do… (Continue reading)

The Bastardization of Customer Success  

The Bastardization of Customer Success

In September, I had the privilege of meeting Josh Forman at Denver’s Customer Success Meetup event. Josh is a thought leader in Customer Success and brought forth a very interesting point of view regarding the difference between being a Customer Success professional and capitalizing on buzzwords presented by emerging industries. This guest blog highlights some of… (Continue reading)

Totango emerges as a veteran in new Forrester Report on Customer Success  

Totango emerges as a veteran in new Forrester Report on Customer Success

With the growth of subscription revenue models in many industries, especially in the SaaS space, customer success is coming to the forefront of business conversations. Organizations realize that they must actively drive the success of their customers in order to decrease churn and increase revenue. At Totango this is something we’ve been helping companies with… (Continue reading)

Totango on Tour – News from Vancouver  

Totango on Tour – News from Vancouver

Unbounce joins Totango to talk about building a culture of customer centricity The Totango Tour traveled North to Vancouver for a night of informative sessions and great networking. The event kicked off with Omer Gotlieb, CCO and Co-founder at Totango followed by Ryan Engley, Director of Customer Success at Unbounce. Omer focused on best practices… (Continue reading)

Customer Success and the SaaS Time Warp  

Customer Success and the SaaS Time Warp

Last month, I presented in a webinar hosted by CMSWire titled “Making the Customer Journey Work.” You can view the replay here. During Q&A, one participant asked a simple, yet thought-provoking, question that I think everyone in the Customer Success profession might be interested in reading. “What if a user thinks he has already received all… (Continue reading)

Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention  

Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention

Written by Lori Carr from Lori Carr & Associates. There’s a hole in the bucket, dear Liza, dear Liza. There’s a hole in the bucket, dear Liza, a hole. I remember singing that old German song as a child. Well, I’m singing it again as a customer experience expert, and this time, it’s about business: the… (Continue reading)

The 5 traits that separate a GOOD CSM from a BAD CSM  

The 5 traits that separate a GOOD CSM from a BAD CSM

The growing focus on Customer Success and the important role it plays in renewals, cross-sells, advocacy, and more within organizations only amplifies the challenge of finding the right people to lead the charge.  The people that fill these roles need to have a specific skill set, but more importantly the personality, drive and passion to… (Continue reading)

Totango Tour Stop #6 – New York City  

Totango Tour Stop #6 – New York City

Stop #6 of the Totango Tour in New York City included three great speakers, a fun networking event with food and, a killer view of Times Square.  Our session, at the Resturant Above, featured Dustin Markowski, VP of Sales & Customer Success at Chartbeat and Sandeep Menon, Director of Customer Success at Sefaira, along with… (Continue reading)

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