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)

Customer Success: the great washboard and washing machine debate  

Customer Success: the great washboard and washing machine debate

Customer success without usage data is like choosing a washboard over a washing machine. You can still get your laundry done with the washboard but there’s really just one setting. The washing machine gives you more options: wash cycles, water temperatures, and spinning speeds. Before you get totally lost in this metaphor, the point I’m… (Continue reading)

What are Totango customers saying?  

What are Totango customers saying?

Tell me more, tell me more! So you’re considering a customer success solution and are trying to decide which direction to go. How do you know what value you can expect after implementing? Here’s what some of our customers are saying. “Totango provides you with the data that you actually need to no longer be… (Continue reading)

The Customer Success Keynote and Smart SaaS Company Panel at SIIA’s Maximize 2014  

The Customer Success Keynote and Smart SaaS Company Panel at SIIA’s Maximize 2014

Have you read the 6 secrets of customer success? Our CEO Guy Nirpaz spoke on them at his Customer Success keynote at SIIA‘s Maximize the other week. The key takeaway was that Customer Success is the new frontier for SaaS businesses. With the market very much transformed by the subscription economy, it is imperative that… (Continue reading)

5 keys to a Customer Success Dream Team  

5 keys to a Customer Success Dream Team

There’s been a lot of talk about who a customer success manager is, what sets them apart from account managers, and what they do. Let’s switch gears and discuss the things that are making these teams successful so others can learn from their examples. 1. The power to thrive and make decisions Meagan Williams and Laurie Parish,… (Continue reading)

The value Totango’s customers are getting  

The value Totango’s customers are getting

We recently sat down with our customers to better understand their experience with our customer success management platform so that we could share with others some tangible feedback on the value they’re getting, and most importantly, their ROI.  As a company deeply invested in customer success, it’s very important to know where value is being… (Continue reading)

Totango Product Update: A New way to experience Totango in Salesforce.com  

Totango Product Update: A New way to experience Totango in Salesforce.com

Many of our users access Totango information directly on their Salesforce.com platform. It’s no wonder that many have asked us to improve the way Totango insights are presented by default within Salesforce.com, so they can get more done without disrupting their workflow within the CRM platform. We’re excited to provide that today. Totango metrics are… (Continue reading)

Totango Product Update: Adaptive Health Score  

Totango Product Update: Adaptive Health Score

The Totango Health score is the most important metric in Totango. It attaches a single, simple metric to every customer, indicating if they are doing well or if they require attention to drive them towards success. This is used by the CSM team to prioritize work, and by the organization as a whole to track… (Continue reading)

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