10 leadership ideas to implement this week for your business (Video)
COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change. Take a much closer look at your
Committing to our customers’ success in these challenging times
Dear Totango Community, In these unprecedented times, I wanted to personally reach out to you to express our concern and support for you, your families and your businesses. We at Totango will continue to be here to support you for whatever
Introducing the Totango Community Edition: Free Customer Success for Everybody
Totango has always been focused on helping companies succeed at Customer Success so they can deliver value and exceptional experiences to their customers. In 2016, I published the book - Farm Don't Hunt - The Definitive Guide To Customer Success
Totango Launches Customer Advisory Board to Drive Industry-Wide Innovation for Customer Success
Leaders in Customer Centered Economy to Convene at First Meeting During Upcoming Customer Success Summit - 2019 Global Executive Forum SAN MATEO, Calif. – March 26, 2019 – Totango, Inc., the leader in customer success for the enterprise, today announced the
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 Obsession I 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
Guest blog: A KPI Dashboard for early stage SaaS startups
Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key metrics that matter is something we at Totango consider part of our mission. Over the last couple of years, I’ve had the pleasure of getting to know Christoph,
2012 Looking Back: Totango, a year of immense growth
Now that we're certain the world hasn't ended
Totango advances to next round in CRMIdol!
Late last week we got the green light to advance to the next round in CRMidol from provisional to contestant status! Now we're in the running against 44 other companies in this global competition that spans the Americas, EMEA and
4 Benefits of Keeping Your Customer Engaged
Companies that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an outcome of an exceptional and differentiated customer experience. There are a lot of "clone companies"
Top 10 Tweets from the Forrester Customer Experience Forum
We found some pretty good tweets from Forrester's CX Forum that resonated with us. There were many ongoing conversations about unifying the customer experience across departments but that it did not mean making one uniform experience for the customer. One
4 Things You Must Know About Customer Experience Management
Bruce Temkin, former VP and Principal Analyst at Forrester Research, recently did a keynote at the European Customer Experience World (ECEW) and shared what he thought to be were 4 truths about Customer Experience Management (CEM) that everyone should know. Truth
Customer Engagement Fever, It’s Catching On
I read in a recent blog from Forbes that the rate of engaging customers and prospects through social media and its growth in adoption have been growing. They conducted a survey to see how people are using social media for
Suffering from siloed customer data? Time to get that business in order!
Companies today are able to capture a wealth of customer data and information, but oftentimes the biggest challenge is figuring out how to manage and use this data. In the past, a "one size fits all" approach may have been
Lifecycle Marketing, Behavioral Triggers Increase Conversion Rates
Email outreach plays a significant role in lifecycle marketing. It is extremely effective for developing new relationships and nurturing existing ones - what makes or breaks it, though, is the messaging. Contrary to popular belief, it's not the frequency that
Chief Customer Officers Boost Customer Engagement
I am excited to see so many talk about the importance of the Chief Customer Officer. Dedicating an executive on your team to customer success can significantly boost customer engagement, increase customer retention and ultimately grow customer lifetime value. We have
What’s New with Totango?
I thought it would be a good time to review what is new with Totango this month - so many things are going on that I want to share with our readers! We are continuously growing and therefore still hiring and we are proud
Introducing the Totango iOS API
We're pleased to release a new Totango integration package for iOS developers. Now you can easily instrument your iPhone and iPad applications with Totango, making it easier than ever to see how users are engaging and interacting with your mobile
What is the Connection between Lifecycle Marketing and Automated Nurturing?
Reading Fergus Gloster's post on Marketo's blog got me thinking how Lifecycle marketing has dramatically evolved lately. Fergus states that Marketing Qualified Leads (MQL) won't turn into Sales Qualified Leads (SQL) by themselves - this phase can't be automated and requires
Five Tips to Customer Love
When you're in the Software-as-a-Service (SaaS) business, you should think of how to attract your users to your application in a way they'd be more successful due to it and therefore happier. If you think about selling, chances are it
How Zendesk and CloudBees Increase their User Engagement
Yesterday, the SandHill Magazine have published an article about Managing Challenges of Onboarding SaaS Customers and Converting from Free Software Trials where 2 of the very popular app services providers - Zendesk and CloudBees, were quoted about their success in
New Customer Health Dashboard to Easily Monitor Customer Success
The Totango team is excited to announce the release of the Customer Health Dashboard which helps cloud application providers and software as a service companies of all kinds track and manage overall user happiness at a glance (Read Press Release). The
Totango Featured in WSJ …
Totango was quoted today in the Wall Street Journal in an article about Steve Jobs: "It's not to that point of being annoying yet, but it might get there," says Dominique Levin, vice president of marketing at Totango Inc., a software
Customer Health Dashboard
Today, we're excited to announce a major new functionality in Totango. The Totango Customer Health Dashboard - A unique way to know, track and proactively manage customer health. It's the ultimate tool for Customer Success staff and anyone else in the organization
Customer Success How To: Learning from Customers Who Churn
Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn is particularly troubling. As Joel York explained in SaaS Churn kills SaaS Growth, unless you
Successful Lifecycle Marketing through Innovative Marketo & Totango Integration
We are excited about our integration with Marketo to help companies with lifecycle marketing (marketing to existing customers). Combining the capabilities of Marketo with Totango leads to the automatic customization of content, timing and type of Lifecycle Marketing campaigns targeted at
2012 Year of Freemium Business Model in B2C and B2B
It started in gaming - 57 out of top 100 app store games are freemiums. huge companies like Zynga, Electronic Arts and Capcom or from startups like the makers of 2011 Nimblebit (Tiny Tower) and Spry Fox (Triple Town), the free-to-play
The Market Size of Customer Engagement Management
We are excited that luminaries such as Paul Greenberg, Ray Wang and Dion Hinchcliffe and big league investors such as David Skok are starting to define the market for Customer Engagement Management. We would love to see more work done by
Beyond Social Business – A Definition of Customer Engagement
Paul Greenberg wrote a great blog this week defining Customer Engagement. I am much looking forward to his expanded paper on the topic. Basically he writes that in 2012: Out: Social Business and Social CRM In: Customer Engagement What’s the difference? Ray Wang
Best of 2011: SaaS Sales Models Tips
Are you running a B2B sales or inside sales organization? Do you have a freemium or free trial in your service? Are you considering a low or zero touch sales model to increase the velocity of your sales funnel? These modern sales models
Best of 2011: SaaS Best Practices and Customer Analytics
SaaS Best Practices and App Vendors Often I meet with SaaS companies who have a lot of goodwill but simply don't know where to start. Even very successful SaaS companies sometimes need some guidance and some tips & tricks to become
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 way
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 described
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 business
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 SaaS
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 towards