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Logitude World’s Gain and Retention Strategy: Customer Success

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“Totango provides me with insight into how my clients use Logitude, which helps me control how my product is working, and understand what I can do to increase product usage.”
Tal Kamilian, Account Manager, Logitude World

When operating on a universal scale, it’s important to keep customer engagement in mind. Logitude World offers a cloud service for freight forwarders with the infrastructure to connect freight forwarders, their customers and other logistics partners. Their robust software services handle the full lifecycle of freight forwarding and IT capabilities for freight forwarders of all sizes.

Naturally Logitude World wanted to gain insight during their clients’ trial period to identify critical elements of customer usage and opportunities. Like many SaaS companies out there, they had considered developing an in-house solution but realized their resources could be better spent developing their core technology. Why reinvent the wheel when a real-time customer engagement platform like Totango is already available?

Using Totango, Logitude World has improved trial to paid conversions by being able to:

1. Identify meaningful users and product components they value most

“We had a client who expressed interest in our product, and through his trial usage we were able to learn which feature and components were important to him. However, at one point he stopped using the product. I tried following up, but he didn’t respond.

A few months later, Totango notified me that this client was back using our product again. Immediately I contacted him and inquired how I could help. He said that his company had some organizational changes, and that now they were serious about purchasing our product. My ability to understand his usage history and react to his reappearance really made an impression on him, communicating that we cared about his business.”

2. React to the alerts that notify when a prospective client is stuck

“Through Totango, I was able to see that a new client was having trouble accessing his account. I immediately contacted him and after some investigation we discovered that the problems  he was experiencing didn’t relate to our product at all.

It’s common that new customers have a lower threshold for these kinds of ‘bumps’.  Totango not only brought this problem to my attention as soon as it happened, it also helped me be part of finding the solution. This experience made all the difference for the client, and ultimately, for us.”

3. Review detailed account histories of usage and engagement

“I check our clients’ Account Profiles on a daily basis, to monitor engagement levels and understand whether I need to reach out and provide assistance or capitalize on a sales opportunity.”

Customer success is now a crucial element in Logitude World’s growth and retention strategy. By helping their customers get value from their service, they are watching trial to paid conversions grow, a true example of how your success is your customers’ success.

Guy Nirpaz

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank well as having grown oranges.

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