Customer Engagement

We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them as the value we offer their businesses. The digitization of business has created a customer-centric

When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers. That’s why your enterprise needs

It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. And if you’re struggling to raise engagement and retention rates through separate initiatives, you may

The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand,

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80%

When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong.

Customer loyalty is priceless. If you retain customers, they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate

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

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

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

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

Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so

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

Identify the top 10 reasons for account cancellation and what you can do to prevent them. Learn customer success tips on the Totango Blog It’s not me, it’s you. In the customer and SaaS vendor relationship, it’s very likely that SaaS companies

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

Now that we're certain the world hasn't ended

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

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