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)

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)

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