Introducing Customer Experience Canvas
March 25, 2022
2 – min read Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but
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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 authored Farm Don’t Hunt 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 battalion…as well as having grown oranges.
Growing The Customer Success Category: Totango’s $100M Funding
2 – min read Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time …
What is Customer Health Score?
3 – min read 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 systems, past and current.
10 leadership ideas to implement this week for your business (Video)
< 1 – min read 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 …
Committing to our customers’ success in these challenging times
2 – min read 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 …
Introducing the Totango Community Edition: Free Customer Success for Everybody
< 1 – min read Totango has always been focused on helping companies succeed at Customer Success so they can deliver value and exceptional experiences to their customers.
Totango Launches Customer Advisory Board to Drive Industry-Wide Innovation for Customer Success
2 – min read Leaders in Customer Centered Economy to Convene at First Meeting During Upcoming Customer Success Summit – 2019 Global Executive Forum SAN MATEO, Calif. – March …
A New Partnership with Oracle: Enabling Enterprises to Compete and Win in Today’s Customer Centered Economy
< 1 – min read 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, …
Announcing The New 2019 Customer Success Summit Conference
1 – min read 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, …
Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide
5 – min read 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 …
True Customer Obsession – I agree with Jeff Bezos
4 – min read 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 …
Guest blog: A KPI Dashboard for early stage SaaS startups
2 – min read 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 …
Totango advances to next round in CRMIdol!
< 1 – min read 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 …
4 Benefits of Keeping Your Customer Engaged
2 – min read 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 …
Top 10 Tweets from the Forrester Customer Experience Forum
2 – min read 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 …
4 Things You Must Know About Customer Experience Management
2 – min read 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 …
Customer Engagement Fever, It’s Catching On
2 – min read 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 …
Suffering from siloed customer data? Time to get that business in order!
2 – min read 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 …
Chief Customer Officers Boost Customer Engagement
2 – min read 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 …
The Power of Measuring Customer Engagement
2 – min read Talking about Customer Engagement, there are many metrics that could show a user engagement level, i.e. user are considered to be higher engaged if they refer your …
What’s New with Totango?
2 – min read I thought it would be a good time to review what is new with Totango this month – so many things are going on that …
Introducing the Totango iOS API
< 1 – min read 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 …
What is the Connection between Lifecycle Marketing and Automated Nurturing?
2 – min read 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 …
Five Tips to Customer Love
2 – min read 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 …
How Zendesk and CloudBees Increase their User Engagement
3 – min read 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 …
New Customer Health Dashboard to Easily Monitor Customer Success
2 – min read 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 …
Totango Featured in WSJ …
< 1 – min read 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 …
Customer Health Dashboard
< 1 – min read 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 …
Customer Success How To: Learning from Customers Who Churn
3 – min read 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 …
Successful Lifecycle Marketing through Innovative Marketo & Totango Integration
3 – min read 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 …
How Engagement Score is Calculated
< 1 – min read The engagement score is an at-a-glance metric that Totango adds to each account. Its purpose is to give you a sense of how active and …
How Dropbox Increases Their Customer Engagement Rate
2 – min read Today I’ve interviewed Steve Bartel, Head of Analytics Team at Dropbox. Dropbox no-touch sales model is a very good example to emphasize how important it …
The App Stores Effect on Customer Engagement
2 – min read Last week, I had several interesting meetings with people who don’t want to spend marketing dollars on paid advertising and prefer to put all of …
Learn about user engagement from one million businesses
2 – min read Today, I’m happy to announce that Totango has analyzed the customer engagement and optimized the sales and customer success interaction with more than one million …
2012 Year of Freemium Business Model in B2C and B2B
3 – min read It started in gaming – 57 out of top 100 app store games are freemiums. huge companies like Zynga, Electronic Arts and Capcom or from …
The Market Size of Customer Engagement Management
< 1 – min read 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 …
Beyond Social Business – A Definition of Customer Engagement
2 – min read 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 …
Customer Success as a Main Metric
< 1 – min read Today I talked to Dave Boyce, the CEO of Fundly to hear his angle about Customer Success. Fundly is a social fund raising business which …
Best of 2011: SaaS Sales Models Tips
< 1 – min read 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 …
Best of 2011: SaaS Best Practices and Customer Analytics
< 1 – min read 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. …
Best of 2011: Top Videos and Blogs on Customer Engagement
< 1 – min read 2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, …
Latest Totango News
See Why Totango is the Leader in Customer Success Innovation | 2022 Product Roadmap
February 25, 2022
2 – min read Have you seen what Totango is working on? Ravit Danino, our SVP of Product presented our Roadmap to Customer Success
It’s a Wrap! 2021 Product Highlights in Review
December 28, 2021
< 1 – min read In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges
