Latest Post 3 Steps to Measuring User Engagement with your Web Application Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your offering at their own pace, and can cancel their subscription at any time, the best…
On User Retention as a Service Paul Stamatiou is doing a great job describing the concept of “User Retention as a Service” and from the long thread of comments we can certainly learn that this is a true pain point folks have. The basic idea as…
Understand Customer Behavior in Your Trial Period Today I’m going to share another interview with Tracey Kaufman, VP of Customer Experience at cloud9. Tracey was watching the Totango demo and then answered some questions about what she thinks of the application from a Customer Experience point of…
Your Customers Success is Your Own Success In today video post, Tracey Kaufman, VP of Customer Experience for Cloud9, speaks about how a business should aspire to its customer’s success in order to become successful itself. I agree with that saying. Furthermore, I think that if a…
Is there a Pattern for the Free to Paid User? This week, I’ve interviewed Charles Hudson, CEO and Co-Founder of Bionic Panda Games about how he uses analytics system to increase free to paid conversion. Charles indicates that they’re trying to find a pattern of the paying customer and try…
Yammer Customer Engagement Team Yammer recently appointed Samantha Loveland to lead their Customer Engagement team. Loveland (previously in Salesforce.com) will report to Chief Customer Officer David Obrand. Yammer, like other SaaS companies understands that Customer Success is key to their success, and much like…
The Top 10 Things We Have Learned about Client Retention In my last “Top 10” series for this week, I chose to review another Jeff Bennet’s article: Top 10 Things We Have Learned about Client Retention. Client retention is a critical component to any organization, especially for subscription based revenue…
10 Tips for B2B Sales in the Subscription Economy The subscription-based economy is thriving. Netflix’s well-known model (and subsequent public relations mess in changing it), and the recent announcements from Google and Apple have set it in stone. The subscription model, like many of the B2B sales models in the…
The Top 10 Must Do’s for Young SaaS Companies I declare this week as the “Top 10” Practices week in Totango! After yesterday’s post on Top 10 Requirements for an Effective Client Lifecycle, Today, I’m going to review Jeff Bennet’s top 10 must do’s for young SaaS companies. Jeff Bennett, who…
The Top 10 Requirements for an Effective Client Lifecycle 1. Must be a corporate wide initiative – not just a client services initiative. Without Board and CEO level visibility, buy-in and sponsorship this type of corporate-wide initiative can be challenging to have all key stakeholders involved and invested. Although…
6 Steps to On Boarding Software-as-a-Service Customers It is more critical than ever to make sure customers get started and find value during the first days, weeks and months after signing up for your SaaS service. Customers sign up long before they start paying you and only…
Freemium Sales Models for B2B and SaaS As promised, here is the second tip from Chris Yeh, VP Marketing of PBWorks about freemium sales models for b2b and SaaS. Knowing of the advantages of free trial / freemium models, I agree that companies that are making the adjustments…
Customer Engagement for a SaaS Land & Expand Strategy I’ve conducted an interview with Chris Yeh, VP Marketing from PBWorks and thought it would be interesting to share. As you know, I declared more than once that the customers are kings which means companies should be able to understand their customers…
What Do Customer Success Managers Need? The research of The Customer Success Management Initiative is revealing that while many SaaS/Cloud companies are hiring individual Customer Success Managers, or even establishing entire teams of them, there is a wide range in the understanding the role. Given the…
Trial Conversion “The Early Days” – Lean Startup Presentation We’ve held yet another very interesting lean-startup meetup on Thursday to discuss free to paid conversion best practices for cloud applications. First, please find within the presentation I’ve used. It’s a collection of many ideas we’ve been working on at…
What is the Best Sales Model for You? So how do you know which sales model is best for you – zero touch vs. low touch vs. high touch vs. field? In his last tip from the Sales 2.0 Convention, Mark Roberge, VP Sales at Hubspot explains that…
