Joel York: Why to Measure Customer Engagement in SaaS?
Joel York has written extensively about the new breed of B2B buyer and the changes to the B2B sales process, especially for SaaS products. A quick recap … The good old sales process according to Joel “The process went something like this: ask the analysts about the next big thing, collect requirements into and RFP,… (Continue reading)
Using Customer Analytics to Increase Revenues of SaaS Business
This week I was attending the Business of Software Workshop talking about Using Customer Analytics to Increase Revenues of SaaS Businesses. Using customer analytics to increase saas revenue View more presentations from Guy Nirpaz I’ve shared the presentation I’ve used in the workshop in which I discussed: Characteristics of the SaaS business How CLTV (represents… (Continue reading)
3 Ways to calculate SaaS Churn (and churn cohorts)
Last week, Jason Cohen wrote a very comprehensive blog on software-as-a-service churn: Deep Dive – Cancellation Rate in SaaS Business Models. I required everybody at Totango to read this blog and recommend that you do the same. Jason looks at many different definitions for the SaaS Cancellation Rate metric. Eventually, Jason recommends performing cohort analysis… (Continue reading)
Survey Results: Which Metrics are Key to SaaS Executives?
As part of my effort to create the SaaS Executive Dashboard, which helps executives to put together their business metrics for SaaS on a single page and track them, I’ve online surveyed 522 executives at SaaS companies. The survey compiles the list of metrics that matter most to SaaS Executive. We aimed to get an… (Continue reading)
Does your SaaS Business have a VP Customer Success?
Earlier this week, I spoke to Dave Rosenberg for his CNET Blog ‘Customer success’ VP role: To reduce SaaS churn. At Totango, we care deeply about customer engagement and customer success. We agree with Dave that with SaaS “it might make just as much sense to focus on retaining (and garnering new revenue from) current… (Continue reading)
The SaaS Executive Dashboard
Today, the Totango team is excited to announce a brand new “SaaS Executive Dashboard”. The Totango SaaS Executive Dashboard is an extension of the Totango online platform which allows SaaS teams to gain full visibility into the level of customer engagement in their business. The SaaS Executive Dashboard allows SaaS executives to track and plan… (Continue reading)
Treat Customers Based on Their Values
in Scott Gruher’s blog post on “Go to Market Strategy: How Much are Your Customers Worth?”, his recommendation is to treat customers based on their values. He suggests measuring two basic metrics: CLTV (Customer Life Time Value) and CAC (Customer Acquisition Cost). Those metrics should both be measured accurately, as based on the outcome, a… (Continue reading)
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