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Best Practices

When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. Today’s

Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service

In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. But, as John F. Kennedy once noted, within each

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

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live!  First off, we are pleased to announce Totango Spark, our flagship software platform is now available. Spark guides enterprises through the successful

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space.   Four topics stood out from the discussion: enabling

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K

After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest.  Looking at the representation below, customers typically spend 30 days in

Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there are some customers that are

Customer success is no longer a new revenue opportunity, it has become a requirement for any subscription business looking to remain competitive. As new teams are built and programs are scaled, we also see more established teams maturing their practices

The subscription economy has exploded over the last decade. Top SaaS companies with flexible, innovative technologies are in high demand.  The lower barrier to entry however, has created a myriad of competitive pressures on SaaS providers.  To dominate their markets, tech

Hiring the right customer success manager can significantly impact your business. The right customer success managers gracefully balance their own goals and customer relationships. It’s in their nature to be proactive and sensitive, but also to develop deep understanding for

Customer success is typically associated with SaaS businesses, helping companies grow and retain a customer base that can cancel and switch providers easily. But, SaaS companies are not the only ones using the subscription business model. Take Global Capacity, a 15-year telecom

  So we all know farmers. Source: thehappiestdonut.tumblr.com   No, not that type of farmer…. the kind that grows trees. For thousands of years, they have been mastering a very simple, repetitive process - prep the soil, plant the seeds, water, provide nutrients, harvest,

At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution of customer success in their careers and at their companies. Watch the two recorded sessions

You know the fastest growing SaaS companies have the best record on churn and upsell. You’ve heard the success stories. You attended the Customer Success Summit. You’ve even heard how customer success solutions have evolved to manage complex hierarchies and

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

Enterprise SaaS solutions have borrowed heavily from popular consumer apps and services.  Old-school, stodgy account management practices are out.  Personalized, interactive user engagement is in. Learning from the pioneers Ten years ago, Salesforce was probably the first enterprise software vendor that experimented

Customer Success Campaigns is a simple, intuitive, and scalable way to automatically engage with every single user in your customer base with the right message at the right time based on their behavior and actions. This is something that

Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Starting a new job anywhere can be a challenge, but starting a new job in an industry that is still being defined

We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next wave of SaaS companies including NetSuite and Workday, and more recent IPOs such as Box.

Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so

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

We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year – in itself a sign that the topic of metrics and key performance indicators is

Although Customer Success Managers and Customer Account Managers (often shortened to Account Managers) are sometimes seen as one and the same, my latest discussion with other customer success professionals proves they’re not -- and here's why. The initial comparison is that

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,

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

The latest article on customer health can be found here. If you run an online technology business like many of the Totango customers you already know that the growth of your company relies, more than anything else, on delivering lasting value

If you missed our latest webinar with KJR Associates on Customer Journey Mapping, fret not. If you were to take three ideas from this presentation, I would say they'd be: 1) Deliver recurring user value 2) Start mapping your customer journey by

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 trials. From our results, we wanted to share some tips on how to make your

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

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

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

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