Get the latest customer success best practices. From customer adoption to reducing churn and increasing upsells, we’ve got you covered.

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 …

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 …

Best Practices

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 …

Best Practices

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 …

Best Practices

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 Practices

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 Practices

3 Steps to Measuring User Engagement with your Web Application

3 – min read Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your …

Best Practices

Understand Customer Behavior in Your Trial Period

3 – min read Today I’m going to share another interview with Tracey Kaufman, VP of Customer Experience at cloud9. Tracey was watching the Totango demo and then answered …

Best Practices

Your Customers Success is Your Own Success

3 – min read In today video post, Tracey Kaufman, VP of Customer Experience for Cloud9, speaks about how a business should aspire to its customer’s success in order …

Best Practices

10 Tips for B2B Sales in the Subscription Economy

3 – min read The subscription-based economy is thriving.  Netflix’s well-known model (and subsequent public relations mess in changing it), and the recent announcements from Google and Apple have …

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 …

Best Practices

6 Steps to On Boarding Software-as-a-Service Customers

2 – min read It is more critical than ever to make sure customers get started and find value during the first days, weeks and months after signing up …

Best Practices

Freemium Sales Models for B2B and SaaS

2 – min read As promised, here is the second tip from Chris Yeh, VP Marketing of PBWorks about freemium sales models for b2b and SaaS. Knowing of the advantages …

Best Practices

Trial Conversion “The Early Days” – Lean Startup Presentation

< 1 – min read We’ve held yet another very interesting lean-startup meetup on Thursday to discuss free to paid conversion best practices for cloud applications. First, please find within …

Best Practices

What is the Best Sales Model for You?

2 – min read So how do you know which sales model is best for you – zero touch vs. low touch vs. high touch vs. field? In his …

Best Practices

Top-of-Funnel Strategy

2 – min read Another tip from VP sales at Hubspot Mark Roberge at the Sales 2.0 convention re top-of-funnel strategy. Mark recommends on keeping the top-of-funnel as wide …

Best Practices

Do you Distinguish Your Sales to Hunters and Farmers?

2 – min read At the Sales 2.0, I’ve also met Mark Roberge, VP sales at Hubspot, who gave me some sales tips. On today’s video post, Mark explains …

Best Practices

When Not to Waste Your Time on a SaaS Sales Prospect

2 – min read Anthony Iannarino’s sales blog on “All Opportunities Aren’t Created Equal” got me thinking about prioritizing your time, given limited sales and marketing resources. This is especially important …

Best Practices

Top 5 Trends in Sales 2.0

3 – min read It was a jam packed day at Sales 2.0 in Santa Monica today. It was a great opportunity to meet with and learn from some …

Best Practices

3 Outright Strategies to Improve SaaS Customer Success

3 – min read Totango is now (also) located in Mountain View, CA! Having a new Totango home in California is great and allows me to meet many cutting …

Best Practices

3 Recommendations for Sales Compensation for SaaS

2 – min read I am at the Cloud Channel Summit today. A topic that seems to be coming up over and over again today is the need to …

Best Practices

Trial Conversion is Top Priority in SaaS

< 1 – min read Interview to DreamSimplicity.com Thanks so much to Matt Childs for giving me an opportunity to tell the Totango story on DreamSimplicity. Matt and I met …

Best Practices

Joel York: Why to Measure Customer Engagement in SaaS?

3 – min read Joel York has written extensively about the new breed of B2B buyer and the changes to the B2B sales process, especially for SaaS products. A …

Best Practices

Using Customer Analytics to Increase Revenues of SaaS Business

< 1 – min read This week I was attending the Business of Software Workshop talking about Using Customer Analytics to Increase Revenues of SaaS Businesses. Using customer analytics to …

Best Practices

3 Ways to calculate SaaS Churn (and churn cohorts)

2 – min read Last week, Jason Cohen wrote a very comprehensive blog on software-as-a-service churn: Deep Dive – Cancellation Rate in SaaS Business Models. I required everybody at …

Best Practices

Survey Results: Which Metrics are Key to SaaS Executives?

< 1 – min read As part of my effort to create the SaaS Executive Dashboard, which helps executives to put together their business metrics for SaaS on a single …

Best Practices

Does your SaaS Business have a VP Customer Success?

2 – min read Earlier this week, I spoke to Dave Rosenberg for his CNET Blog ‘Customer success’ VP role: To reduce SaaS churn. At Totango, we care deeply …

Best Practices

Customer Engagement is Key for SaaS

3 – min read Customer Engagement is key for software-as-a-Service business. A recent post by David Skok explains how and why to measure customer engagement. If you are a …

3 Key Customer Engagement Metrics
Best Practices

Top 3 Metrics to Measure Customer Engagement

2 – min read Businesses these days are making significant efforts to delight their customers, and for good reasons. One of the key areas where businesses focus their efforts …

Best Practices

4 Tips to Increase B2B SaaS Sales

3 – min read B2B SaaS companies increasingly rely on inside sales teams to drive growth. The model is often referred to as “Low Touch Sales” and follows this …

Best Practices

Making the Most of Your Metrics – Part 2

2 – min read Understanding data to increase conversion rates and key business processes   Last week, we established the need to measure the “right things” constantly in order …

Best Practices

SaaS Best Practices: Measuring Trial Conversion Rates – Part 1

3 – min read Defining an active user and setting a baseline   Over the next few weeks, Totango will be posting a blog series on best practices for …

Best Practices

Building Enterprise Software Products That Don’t Suck

2 – min read Aaron Levie, CEO and Founder of Box.net posted this excellent article on TechCrunch. I encourage you all to read it before reading onwards. Levie describes …

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