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Customer Analytics

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

Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar

Customer Health Score takes multiple dimensions of customer data measures and consolidates them into a single representation of green, yellow or red. It is a consolidation all the information the company has about the customer, from all probes, people and

Today we hosted a webinar on Customer Health with our customer, iPerceptions. There has been a TON of interest in this topic, which is why we're calling it Part 1 of our Customer Health series. For those of you who

Customer Success technology has finally reached mainstream recognition as an integral tool for any subscription business. Your organization can’t afford to wait any longer to add a Customer Success solution to your current tech stack. And that’s where Totango comes

Two big announcements in one week. I'm also really excited to announce the availability of the Totango Zendesk Application, available from the Zendesk App Marketplace.  The Application adds a widget to the sidebar of the Zendesk service desk dashboard (see

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

Totango users see great value in the information we deliver about their accounts. They can see the account health, usage frequency, real-time and historic engagement information, and more. This is great for anyone who works with customers to better understand

"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. After all this discussion on the Customer Adaptive Enterprise, one of the most important things

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. Because it's the second year that we are doing this survey, we were able to pickup some

Loved John Dillon's (CEO of our partner Engine Yard) blog on customer engagement in Forbes! He says (amongst many other things): Why is doing a better job of customer engagement so crucial? Because it impacts customer loyalty, which directly impacts the bottom

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 use this data. In the past, a "one size fits all" approach may have been

Reading Fergus Gloster's post on Marketo's blog got me thinking how Lifecycle marketing has dramatically evolved lately. Fergus states that Marketing Qualified Leads (MQL) won't turn into Sales Qualified Leads (SQL) by themselves - this phase can't be automated and requires

We are excited about our integration with Marketo to help companies with lifecycle marketing (marketing to existing customers). Combining the capabilities of Marketo with Totango leads to the automatic customization of content, timing and type of Lifecycle Marketing campaigns targeted at

I came across “What is user engagement” article by Jordan Willms of Work at Play. In this post, Jordan defines a good engagement metric as the number of user actions divided by the number of content items. The example provided

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 is in creating online self-serve applications with a great user experience in order to help

Understanding data to increase conversion rates and key business processes   Last week, we established the need to measure the “right things” constantly in order to improve trial conversion. This week, we’ll discuss how those metrics can be used to actually improve

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 is just as important and often no less difficult. Measure–Learn–Act is a key tenet of lean