Learn the best practices on how to improve your customer engagement.

Customer Engagement

Chief Customer Officers Boost Customer Engagement

2 – min read 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 …

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 Engagement

Five Tips to Customer Love

2 – min read 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 …

Customer Engagement

How Zendesk and CloudBees Increase their User Engagement

3 – min read 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 …

Customer Engagement

Customer Health Dashboard

< 1 – min read 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 …

Customer Engagement

Drive Adoption with Billing

4 – min read 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” …

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 …

Company updates

How Engagement Score is Calculated

< 1 – min read The engagement score is an at-a-glance metric that Totango adds to each account. Its purpose is to give you a sense of how active and …

Customer Engagement

The App Stores Effect on Customer Engagement

2 – min read Last week, I had several interesting meetings with people who don’t want to spend marketing dollars on paid advertising and prefer to put all of …

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 …

Customer Engagement

The Market Size of Customer Engagement Management

< 1 – min read 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 …

Customer Engagement

Beyond Social Business – A Definition of Customer Engagement

2 – min read 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 …

Customer Engagement

Best of 2011: Top Videos and Blogs on Customer Engagement

< 1 – min read 2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, …

Best Practices

3 Steps to Measuring User Engagement with your Web Application

3 – min read Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your …

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 …

Customer Engagement

Customer Engagement for a SaaS Land & Expand Strategy

2 – min read 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 …

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 …

Customer Engagement

Tip on How to Reduce Churn (Even in Low-Touch Models)

< 1 – min read Another tip taken during Sales 2.0 from Darren Suomi, VP Sales at HootSuite – this time regarding the self-service model and how to adjust it …

Customer Engagement

Evolving from Document System to Engagement System

2 – min read Here is the additional interview promised from the Enterprise 2.0 Conference. This time Jessie Wilkins, Director System Engagement for aiim speaks about how will the …

Customer Engagement

Converting from Visitors to Signups and from Freemium to Paid in a Fun Way

2 – min read In the next couple of weeks I would like to share some short video interviews on relevant subjects taken at several events I’ve been to. …

Best Practices

3 Outright Strategies to Improve SaaS Customer Success

3 – min read Totango is now (also) located in Mountain View, CA! Having a new Totango home in California is great and allows me to meet many cutting …

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

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

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 …

Best Practices

Does your SaaS Business have a VP Customer Success?

2 – min read Earlier this week, I spoke to Dave Rosenberg for his CNET Blog ‘Customer success’ VP role: To reduce SaaS churn. At Totango, we care deeply …

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 …

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