Best Practices

10 leadership ideas to implement this week for your business (Video)

< 1 – min read COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your …

churn management strategies
Business Insights

The Top 7 Churn Management Strategies for B2B Enterprises

4 – min read There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

Zoe is for True Customer Obsession
Business Insights

True Customer Obsession – I agree with Jeff Bezos

4 – min read True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die.  Amazon’s Customer Obsession I was …

Business Insights

Understanding Early Warning Systems for Customer Success

3 – min read Early warning systems are at the heart of any modern Customer Success platform. An Early Warning System (EWS) is comprised of four different components: sensors, …

Business Insights

What’s Happening Behind Your Customer’s Walls?

2 – min read Consider the traditional account management relationship. You call the key stakeholder at each of your accounts, you make sure things are going well, and you …

Best Practices

2016 Customer Success Salary Survey & State of the Profession Report

1 – min read 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 …

Best Practices

Customer Success – The Farming Paradigm (With Gifs!)

2 – min read   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 …

Business Insights

New Release: The top 3 ROI metrics Customer Success needs to track

2 – min read The holy grail of customer success is to easily prove the “value” or results that your customers get with your products. According to a survey of B2B buyers by IDC, “81% of buyers expect vendors to quantify the business value of proposed solutions” (IDC Survey of B2B Buyers, 2010). Yet, the most common way for SaaS businesses to show that value is by using a combination of metrics that only skim the surface (e.g., number of logins in the last month or time per user in the app) along with subjective satisfaction metrics.

Business Insights

Bringing Mobility to Customer Success

2 – min read Mark Zuckerberg used to famously gather employees of Facebook in order to celebrate product achievements and proclaim that at any given point in time, Facebook …

Best Practices

Customer Retention Cost: A New Metric for the Boardroom

3 – min read 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 …

Best Practices

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

2 – min read 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 …

Best Practices

Top 3 lessons learned from building today’s best in class customer success

2 – min read At Totango we’ve worked with over 200 customers of all sizes to help design, build and deploy best-in-class customer success management programs for their organization. …

Best Practices

Guest blog: A KPI Dashboard for early stage SaaS startups

2 – min read 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 …

Business Insights

EXCLUSIVE REPORT: Customer Intelligence for Software Companies

2 – min read 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 …

Business Insights

Customer Journey Mapping For SaaS Companies: New Strategy To Drive Growth

2 – min read 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 …

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 …

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. …

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 …

Business Insights

Top 10 Tweets from the Forrester Customer Experience Forum

2 – min read We found some pretty good tweets from Forrester’s CX Forum that resonated with us. There were many ongoing conversations about unifying the customer experience across …

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 …

Business Insights

Suffering from siloed customer data? Time to get that business in order!

2 – min read Companies today are able to capture a wealth of customer data and information, but oftentimes the biggest challenge is figuring out how to manage and …

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

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

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 …

Business Insights

Genuine Customer Engagement

< 1 – min read Jon Buscall on Be Good to Your Customers believes that most engagement related activities these days are actually lead generation activities and not really about …

Business Insights

6 Tips for Cloud Sales using Channels

3 – min read I attended Jeff Kaplan’s Cloud Channel Summit today. It was a very interesting conference. Clearly cloud channel sales is in its infancy, but there were …

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 …

Business Insights

The SaaS Executive Dashboard

2 – min read Today, the Totango team is excited to announce a brand new “SaaS Executive Dashboard”. The Totango SaaS Executive Dashboard is an extension of the Totango …

Business Insights

Treat Customers Based on Their Values

< 1 – min read in Scott Gruher’s blog post on “Go to Market Strategy: How Much are Your Customers Worth?”, his recommendation is to treat customers based on their …

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 …

Business Insights

Customer Lifetime Value and Customer Experience

2 – min read Lately, I’ve started building a SaaS Dashboard for my own usage (which I’ll be happy to share with others as well) and I have put …

Business Insights

Free Trial Average Conversion Rate and Other Metrics

< 1 – min read Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate …

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 …

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