I’m passionate about customer success and writing great content that people love to read. Please drop me a line and provide your feedback.
Best Practices

5 ways to a happier and more productive signup process

3 – min read In our latest Signup and Trial Process Benchmark Report we audited 10 popular web-based applications to find out for ourselves how users experience signups and …

Business Insights

Signup and Trial Process Benchmark Report: The Good, The Bad, The Ugly

5 – min read How many times have you abandoned a signup process because it took too long, required too much information, didn’t work or was counterintuitive? We wanted …

Customer love

5 ways to level up customer loyalty

2 – min read 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 …

Customer Success

Top 3 Priorities of a Customer Success Manager

2 – min read Earlier last month we posted a poll on LinkedIn asking other customer success managers: “What should be the first priority of a customer success manager?” …

Business Insights

OVUM: On The Radar – Totango

< 1 – min read “On the Radar” is OVUM’s research report where they look at interesting new ideas and startups that their clients might be interested in knowing about. …

Big Data

2nd Annual SaaS Metrics Survey Results

2 – min read 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. …

Uncategorized

2012 SaaS Conversions Benchmark Report is here!

< 1 – min read 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 …

Best Practices

Amy’s Customer Success Manifesto – Part3:Metrics

< 1 – min read In the third part of our four part interview with Amy Friedman, a passionate customer success pro, she talks about metrics for customer success. Top …

Customer Experience Management

Top 5 Quotes from CRM Evolution Day 2

< 1 – min read This week I’m out in New York at the CRM Evolution Conference and Exhibition. There have been a lot of great speakers but I’m sensing …

Business Insights

5 Analysts on a revolution that is customer engagement

2 – min read 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 …

SaaS

SEOmoz conversion isn’t as great as it seems

4 – min read At first glance, the SEOmoz conversion numbers look amazing. Mammoth traffic and 63% trial to paid conversion. The numbers are not as great as they …

Customer Analytics

How customer engagement can predict profits

2 – min read 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 …

Customer Engagement

Engagement Technique: Are you a Mad Man or a Math Man?

2 – min read During Sales 2.0, I’ve met Anneke Seley, Founder of Phoneworks and author of Sales 2.0. Anneke was presenting there about the modern ways to sell …

SaaS

6 Social Selling Tips to Implement Today (from Sales 2.0 San Francisco)

3 – min read The hot topic at Sales 2.0 Conference today in San Francisco remains (surprise, surprise) social selling (for B2B companies). Lots of speakers and lots of …

SaaS

Top 10 Sales 2.0 Leaders I Want to Meet

3 – min read I am much looking forward to the Sales 2.0 conference in San Francisco next week. Here are 10 Sales 2.0 Leaders I hope to meet …

Uncategorized

The Future of Customer Success Management: A Look Ahead

2 – min read 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 …

Lifecycle Marketing

3 Steps to Lifecycle Marketing Success

4 – min read Introduction Congratulations, as a marketing professional you’ve successfully recruited a qualified customer base: people who audited your product and ultimately chose you above the competition. …

Customer Engagement

Drive Adoption with Billing

4 – min read Promotional discounts, credits or value-add offers can be an important part of a product launch strategy. A properly timed discount, upsell or cross-sell or “bundling” …

SaaS

Freemium, Free Trial and Pricing Models in 550 SaaS Companies

< 1 – min read The way that enterprise products are being bought and sold is changing rapidly. Customers are increasingly demanding instant access to all information about your product, …

Customer Success

Customer Success Management & The Channel

3 – min read From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail – because “the channel” wouldn’t …

Best Practices

The Top 10 Requirements for an Effective Client Lifecycle

4 – min read 1. Must be a corporate wide initiative – not just a client services initiative. Without Board and CEO level visibility, buy-in and sponsorship this type …

Customer Retention & Churn

What Do Customer Success Managers Need?

2 – min read The research of The Customer Success Management Initiative is revealing that while many SaaS/Cloud companies are hiring individual Customer Success Managers, or even establishing entire …

Latest Totango News