Customer Engagement

Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual

Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from

The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the leading Customer Success solution, is participating at this year’s conference where the topics consists of

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From

Customers have countless interactions with your team. From onboarding to executive check-ins, each interaction guides a customer through a lifecycle stage or key event, and that can make all the difference between success or failure with your product. But many customer

Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there are some customers that are

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 fix things if they’re not. Pretty simple, right? The problem with this approach is that it’s

In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success.   If you have ever dealt with customers before, you have inevitably faced a situation which made you wonder: where

Customer Success Campaigns is a simple, intuitive, and scalable way to automatically engage with every single user in your customer base with the right message at the right time based on their behavior and actions. This is something that

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches to

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 – in itself a sign that the topic of metrics and key performance indicators is

As more and more businesses turn toward a subscription model the emphasis on customer retention has ballooned. The need to acquire customers still exists, but the stability of a business is increasingly reliant upon building a steady stream of revenue

Strategies for Customer Success Renewals This happens to you more often than you’d like to admit. Your sales team lands a new customer with great potential. You work hard at the on-boarding process and hit all of the milestones. Roll-out is

This awesome quote comes from Scott Hudgins, VP of Global Customer Managed Relationships at the Walt Disney Company. They recently announced their "MagicBand" wristband to understand/track visitors' behaviors at the park. I think this is a great example of how

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 - Palo Alto, CA -- Totango surveyed 75 marketing executives during Marketo’s Marketing Nation Virtual Event

In our 2012 SaaS Conversions Benchmark report, we concluded that happy and engaged users result in more conversions. Our report showed that Best-in-Class SaaS companies had an overall 2% trial-to-paid-to-retained conversion rate compared to the average rate of 0.6%. What are

"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

Amy Friedman, an experienced customer success management professional on the front line speaks candidly about the role and responsibilities of a customer success manager as well as what it takes to be successful in this field.

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 "momentous change in business". And, oh by the way, 88% of CEOs agree. Here is what well known analysts have

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 that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an outcome of an exceptional and differentiated customer experience. There are a lot of "clone companies"

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 thought to be were 4 truths about Customer Experience Management (CEM) that everyone should know. Truth

I read in a recent blog from Forbes that the rate of engaging customers and prospects through social media and its growth in adoption have been growing. They conducted a survey to see how people are using social media for

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

Email outreach plays a significant role in lifecycle marketing. It is extremely effective for developing new relationships and nurturing existing ones - what makes or breaks it, though, is the messaging. Contrary to popular belief, it's not the frequency that

During Sales 2.0, I've met Anneke Seley, Founder of Phoneworks and author of Sales 2.0. Anneke was presenting there about the modern ways to sell a thought, a product or a concept to your executive team or your board and anticipate

I am excited to see so many talk about the importance of the Chief Customer Officer. Dedicating an executive on your team to customer success can significantly boost customer engagement, increase customer retention and ultimately grow customer lifetime value. We have

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

When you're in the Software-as-a-Service (SaaS) business, you should think of how to attract your users to your application in a way they'd be more successful due to it and therefore happier. If you think about selling, chances are it

Yesterday, the SandHill Magazine have published an article about Managing Challenges of Onboarding SaaS Customers and Converting from Free Software Trials where 2 of the very popular app services providers - Zendesk and CloudBees, were quoted about their success in

Today, we're excited to announce a major new functionality in Totango. The Totango Customer Health Dashboard - A unique way to know, track and proactively manage customer health. It's the ultimate tool for Customer Success staff and anyone else in the organization

Promotional discounts, credits or value-add offers can be an important part of a product launch strategy. A properly timed discount, upsell or cross-sell or “bundling” can positively change the perceived product value and dramatically impact adoption of SaaS applications. But, making

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

We are excited that luminaries such as Paul Greenberg, Ray Wang and Dion Hinchcliffe and big league investors such as David Skok are starting to define the market for Customer Engagement Management. We would love to see more work done by

Paul Greenberg wrote a great blog this week defining Customer Engagement. I am much looking forward to his expanded paper on the topic. Basically he writes that in 2012: Out: Social Business and Social CRM In: Customer Engagement What’s the difference? Ray Wang

I've conducted an interview with Chris Yeh, VP Marketing from PBWorks and thought it would be interesting to share. As you know, I declared more than once that the customers are kings which means companies should be able to understand their customer's behavior