A New Partnership with Oracle: Enabling Enterprises to Compete and Win in Today’s Customer Centered Economy
We’re unequivocally focused on building the best possible technology to deliver business results, quickly and easily across large global teams. In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer
Announcing The New 2019 Customer Success Summit Conference
We are excited to announce the new Customer Success Summit Conference for 2019, an evolution of our premier industry event for customer success thought leaders, practitioners and visionaries. Our past Customer Success Summits have drawn over 1,000 attendees from over
Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide
Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. And when it comes to preventing churn and driving growth, it
True Customer Obsession – I agree with Jeff Bezos
True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon's Customer ObsessionI was inspired by Jeff Bezos, Amazon CEO, when reading his 2016 Letter to Amazon Shareholders. In this year's
What is Customer Health Score?
Customer Health Score takes multiple dimensions of customer data measures and consolidates them into a single representation of green, yellow or red. It is a consolidation all the information the company has about the customer, from all probes, people and
Introducing “Farm Don’t Hunt: The Definitive Guide to Customer Success”
I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written this book as a very practical guide to business and team leaders who deal with
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
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
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
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
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
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
Customer Engagement is Key for SaaS
Customer Engagement is key for software-as-a-Service business. A recent post by David Skok explains how and why to measure customer engagement. If you are a SaaS executive and haven’t read it yet, read this first. In this post I’d like to
Customer Lifetime Value and Customer Experience
Lately, I've started building a SaaS Dashboard for my own usage (which I'll be happy to share with others as well) and I have put together a short survey in order to learn what are the key metrics to measure
Free Trial Average Conversion Rate and Other Metrics
Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate average figures will do no good, as it doesn’t reflect the whole picture and usually
Measuring User Engagement in Web Applications
I came across “What is user engagement” article by Jordan Willms of Work at Play. In this post, Jordan defines a good engagement metric as the number of user actions divided by the number of content items. The example provided
Top 3 Metrics to Measure Customer Engagement
Businesses these days are making significant efforts to delight their customers, and for good reasons. One of the key areas where businesses focus their efforts is in creating online self-serve applications with a great user experience in order to help
4 Tips to Increase B2B SaaS Sales
B2B SaaS companies increasingly rely on inside sales teams to drive growth. The model is often referred to as “Low Touch Sales” and follows this formula: Use Inbound marketing to drive Internet traffic to the site and create new leads Use an
Tools to Manage a Successful SaaS Business
Managing a Software-as-a-Service (SaaS) business isn’t trivial. Successful SaaS companies are able to deal with a high volume of leads and turn those into a high volume of loyal customers with fast response and turnaround time. This is often referred to
Making the Most of Your Metrics – Part 2
Understanding data to increase conversion rates and key business processes Last week, we established the need to measure the “right things” constantly in order to improve trial conversion. This week, we’ll discuss how those metrics can be used to actually improve
Building Enterprise Software Products That Don’t Suck
Aaron Levie, CEO and Founder of Box.net posted this excellent article on TechCrunch. I encourage you all to read it before reading onwards. Levie describes a major shift in enterprise software towards 'value to users' vs. the old 'perceived value to
Lean Startups are Not About Learning
Lean startups are not about learning — or at least not just about it. Learning is not enough because translating what you’ve learned into value is just as important and often no less difficult. Measure–Learn–Act is a key tenet of lean
SaaS on the House. A Dialog About Value.
Who doesn’t like it when the bar tender pours an extra glass of fine wine ‘on the house’? Every time it happens to me, my emotional attachment to the establishment grows, and it makes it that much more likely that I’ll
3 Essential Tips for Sales in a SaaS Model
SaaS forever changes how software is developed and delivered to customers. This shift is well understood, frequently discussed and represents a major shift in the way software is built by vendors of all sizes. Often less discussed is the impact the