Totango Blog: Your Guide to Managing the Customer Journey

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What is Customer Health Score?

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.

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Building a culture of customer success through process and alignment – talking shop in Boston

We had a great time getting to meet Customer Success teams in Boston last week. Lindsay White from Swipely, Mike Provenzano from InsightSquared, and Anaal Patel from Totango presented about creating a culture of customer success through process and alignment. Click through to see their presentations and learn more about the event.

Your 90 day plan as a new VP of Customer Success

Congratulations! You’ve just been appointed as a new VP of Customer Success. Now what?

Building an Early Warning System

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 …

Customer Success and the SaaS Time Warp

Last month, I presented in a webinar hosted by CMSWire titled “Making the Customer Journey Work.” You can view the replay here. During Q&A, one participant asked a simple, yet thought-provoking, question that I think everyone in the Customer Success profession …

Lessons from Unbounce: How to grow a Customer Success team

Unbounce is a high-growth, self-serve, landing-page creation, testing, and optimization tool. Though constantly evolving, Customer Success has been a priority at the company since it was founded. Ryan Engley, who has been with the company since its early days, has …

Customer Success Orienteering 101: Map Your Customer Journey

As Customer Success Management emerges as it’s own field, the leaders and members of those organizations are charting new paths to success in their organization. According to the consensus definition from Wikipedia, they are orienteers – “navigating from point to …

Why Customer Success Is The Next Big Thing (Totango POV)

What does our CEO Guy Nirpaz have to say about Customer Success? Marry the business objective to help customers see more value with the deep knowledge of what they need. The subscription business model has made the software industry a services …

Pro Customer Company is all about value

The SaaS industry is going through a revolution that has to do with placing the customer at the heart of the company. We call it the Pro-Customer revolution. Pro-Customer companies see their customers first and invest a lot of energy …

Customer Journey Mapping Workshop

For a more in depth exploration on how to plan your customer journey map beyond the 1-hour Pro Customer webinar, you should consider signing up for: Customer Journey Mapping – Understanding How to Deliver and Capture Value and Grow Conversion Rates …

8 Pro Customer Company videos you don’t want to miss

It’s not every day you get to round up the best and brightest minds who are leading teams to become pro customer companies. I was very lucky to work with a super team of executives who shared their visions and …

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

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 …

Customer Success Summit Presentation Roundup

Talk about a successful customer success event! Our venue at the Bently Reserve was jam packed with about 110 attendees, with some standing room only in the back! A big thank you to our sponsors and speakers for making this …

CS Summit Speaker Highlight: Continuous Engagement in a zero touch world

Identifying At Risk Users In Lifecycle Marketing CloudBees is the leader in the Continuous Integration (Jenkins) and Continuous Cloud Delivery (DEV@cloud) world. It was inevitable that we would start examining our lifecycle marketing practice through the continuous-improvement lens. A while …

New Totango feature: Know your users, search by user to understand activities

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 …

Improving the Customer Experience: The Processes and Emotional Aspects

The answers lie in cold hard data, but the execution requires a more human touch. For businesses to improve the customer experience, two dimensions must be considered: the business processes and the emotional aspect. The data driven methodology This process …

2012 Looking Back: Totango, a year of immense growth

Now that we’re certain the world hasn’t ended…happy holidays from Totango! It’s been quite a year for us. We finally came out from beta towards the end of January and in September, Forbes reported on our amazing growth: 100 customers and …

Webinar Replay: 3 takeaways for Customer Journey Mapping

If you missed our latest webinar with KJR Associates on Customer Journey Mapping, fret not. If you were to take three ideas from this presentation, I would say they’d be: 1) Deliver recurring user value 2) Start mapping your customer …