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Author: Mia Jacobs

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches to

This awesome quote comes from Scott Hudgins, VP of Global Customer Managed Relationships at the Walt Disney Company. They recently announced their "MagicBand" wristband to understand/track visitors' behaviors at the park. I think this is a great example of how

Identify the top 10 reasons for account cancellation and what you can do to prevent them. Learn customer success tips on the Totango Blog It’s not me, it’s you. In the customer and SaaS vendor relationship, it’s very likely that SaaS companies

What does a Customer Success Manager do? After hosting our inaugural Customer Success Summit, the consensus was that a lot of people don’t know what Customer Success Managers (CSMs) do (may be called a Client Success Manager). Sometimes the CSMs themselves

We wrote earlier about Aberdeen’s groundbreaking research into the value of customer intelligence: companies which use customer analytics in their customer-facing business processes see 3x greater customer retention and 20x greater account value growth year over year. Read our INITIAL BLOG

The Thursday, March 14, 2013 event rundown is packed with great speakers on building the customer-centric enterprise and real case studies on how they are run. Location: Bently Reserve, Gateway Room, 400 Sansome Street, San Francisco, CA 94111 Follow on Twitter via #CSSummit MORNING:

Totango announces research into customer marketing practices, a new version of its customer engagement platform and Customer Journey Mapping for SaaS workshops Dec 06, 2012 - Palo Alto, CA -- Totango surveyed 75 marketing executives during Marketo’s Marketing Nation Virtual Event

Customers are your superstars because, in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in Entrepreneur magazine: Shift the focus from customer attraction to customer satisfaction -- it all starts with an

In our 2012 SaaS Conversions Benchmark report, we concluded that happy and engaged users result in more conversions. Our report showed that Best-in-Class SaaS companies had an overall 2% trial-to-paid-to-retained conversion rate compared to the average rate of 0.6%. What are

See the full infographic here. Get the 2012 SaaS Metrics report here. Today we are announcing the results of the second annual SaaS metrics survey results. Because it's the second year that we are doing this survey, we were able to pickup some

Our experience working with over 100 SaaS companies and online businesses has granted us a unique insight into trial conversion trends. Did you know that the best in class SaaS companies have more 3 times greater website to paid visitor

Omer Minkara says it will create 20x greater revenue growth per customer. Geoffrey Moore calls it a "fundamental revolution". Dion Hinchcliffe refers to it as a "momentous change in business". And, oh by the way, 88% of CEOs agree. Here is what well known analysts have

Loved John Dillon's (CEO of our partner Engine Yard) blog on customer engagement in Forbes! He says (amongst many other things): Why is doing a better job of customer engagement so crucial? Because it impacts customer loyalty, which directly impacts the bottom

We are super excited to be co-hosting an event with Mikael Blaisdell, one of the pioneers of customer success management. We consistently hear from our customers and prospects that they would like to meet other customer success management professionals so we