Totango Blog: Your Guide to Managing the Customer Journey

Latest Post

The Vital Role of Customer Success Operations

Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you …

See more posts

Your 90 day plan as a new VP of Customer Success

Congratulations! You’ve just been appointed as a new VP of Customer Success. Now what?

The Bastardization of Customer Success

In September, I had the privilege of meeting Josh Forman at Denver’s Customer Success Meetup event. Josh is a thought leader in Customer Success and brought forth a very interesting point of view regarding the difference between being a Customer Success …

Customer Success and the SaaS Time Warp

Last month, I presented in a webinar hosted by CMSWire titled “Making the Customer Journey Work.” You can view the replay here. During Q&A, one participant asked a simple, yet thought-provoking, question that I think everyone in the Customer Success profession …

The 5 traits that separate a GOOD CSM from a BAD CSM

The growing focus on Customer Success and the important role it plays in renewals, cross-sells, advocacy, and more within organizations only amplifies the challenge of finding the right people to lead the charge. The people that fill these roles need …

Customer Success Orienteering 101: Map Your Customer Journey

As Customer Success Management emerges as it’s own field, the leaders and members of those organizations are charting new paths to success in their organization. According to the consensus definition from Wikipedia, they are orienteers – “navigating from point to …

Customer Success: A broad-brushed approach with a stencil

Customer Success is not a one-size-fits-all discipline. Each customer is different – and so are their needs and expectations. In the world of land-and-expand where upsell and recurring revenue is the critical metric, a SaaS company can struggle dealing with …

Three Keys to Increasing Renewals

This happens to you more often than you’d like to admit. Your sales team lands a new customer with great potential. You work hard at the on-boarding process and hit all of the milestones. Roll-out is on schedule. Over the …

All non-renewals lead back to adoption (follow up to 10 reasons why customers cancel)

As a SaaS vendor, all non-renewal reasons lead back to adoption. The way my team looks at a client is three fold and each plays a part in the client’s ability to adopt our product. The three things we must …

5 Lessons Learned from a SaaS Metrics Roundtable (PDX)

Guest blog by Scott Krager, CEO of SERPS.com My SEO software startup SERPs.com recently attended the “Measuring and Improving SaaS Metrics” event in sunny Portland, Oregon where Totango co-founder, Omer Gotlieb, joined a group of Portland startups for some roundtable …