Customer data insights, the key to understanding your customers and their business goals so your team can engage productively, and proactively.
Best Practices

Customer Data Insights: Best Practices for Tracking and Taking Action

4 – min read As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences …

How can customer-centric enterprises use customer data to their advantage?
Best Practices

The Best Customer-Centric Uses of Data

4 – min read Becoming customer-centric—putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track …

Best Practices

Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

5 – min read 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 …

Customer Analytics

How to Measure the Effectiveness of a Customer Health Model – Part 2

2 – min read 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 …

Customer Analytics

What is Customer Health Score?

3 – min read 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 systems, past and current.

learn how to build a health model
Customer Analytics

How to Build an Effective Customer Health Model – Part 1

2 – min read 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 …

Top 10 Reasons Why Your Subscription Business Needs Totango
Customer Analytics

Ten Reasons Your Organization Needs Totango, the Leader in Customer Success Management

2 – min read 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 …

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.

Company updates

New App: Totango Zendesk Application

< 1 – min read 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. …

Best Practices

What is customer health score and how do I build one for my business?

4 – min read 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 …

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. …

Customer Analytics

How customer engagement can predict profits

2 – min read 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 …

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 …

Customer Analytics

The Power of Measuring Customer Engagement

2 – min read Talking about Customer Engagement, there are many metrics that could show a user engagement level, i.e. user are considered to be higher engaged if they refer your …

Customer Analytics

What is the Connection between Lifecycle Marketing and Automated Nurturing?

2 – min read 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 …

Customer Analytics

Successful Lifecycle Marketing through Innovative Marketo & Totango Integration

3 – min read 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 …

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

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 …

Customer Analytics

Measuring User Engagement in Web Applications

< 1 – min read 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 …

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

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 …

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 …

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