Make sure that you are up-to-date on the latest insights impaction your business and your customers. Read articles from the experts.

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

Zendesk + Totango: Strengthening Your Early Warning System

2 – min read Support storms are unavoidable. As your customer support team manages and resolves every issue, is your customer success team incorporating the impact of these help …

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 …

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

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. …

Business Insights

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 …

Business Insights

Lean Startups are Not About Learning

3 – min read Lean startups are not about learning — or at least not just about it. Learning is not enough because translating what you’ve learned into value …

Business Insights

SaaS on the House. A Dialog About Value.

2 – min read Who doesn’t like it when the bartender pours an extra glass of fine wine ‘on the house’? Every time it happens to me, my emotional …

Business Insights

3 Essential Tips for Sales in a SaaS Model

3 – min read SaaS forever changes how software is developed and delivered to customers. This shift is well understood, frequently discussed and represents a major shift in the …

Latest Totango News