Latest Post What Are The Customer Lifecycle Stages? Customer success professionals have written thousands of articles about the customer lifecycle. From best practices to lessons learned, we are constantly challenging ourselves to deliver value throughout the customer lifecycle with more efficiently, scale, etc. What are the stages of…
Top 3 lessons learned from building today’s best in class customer success At Totango we’ve worked with over 200 customers of all sizes to help design, build and deploy best-in-class customer success management programs for their organization. Customer success management enables them to reduce churn, encourage upsells and promote evangelism. Through working…
The Bastardization of Customer Success In September, I had the privilege of meeting Josh Forman at Denver’s Customer Success Meetup event. Josh is a thought leader in Customer Success and brought forth a very interesting point of view regarding the difference between being a Customer Success…
The Customer Economy: How Customer Health Drives Success for Modern SaaS Businesses If I start this blog by telling you that the world has changed, you are probably going to stop reading – in large part because it’s a well-known fact and hundreds, if not thousands, before me began their thoughts with…
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…
Becoming a customer company…wait, that’s not news! In his recent keynote, Salesforce CEO Marc Benioff talked about “Becoming a customer company”. His message resonates with Totango’s beliefs on customer centricity and our driving force for organizing the Customer Success Summit. For years now, we’ve all heard “The…
Value is the currency of customer retention Are you “locking in” customer retention instead of fueling it with value? I found myself nodding to this article about why customer retention should be about value. You definitely don’t want your customers to “stay” only because they can’t leave…
EXCLUSIVE REPORT: Customer Intelligence for Software Companies We wrote earlier about Aberdeen’s groundbreaking research into the value of customer intelligence: companies which use customer analytics in their customer facing business processes see 3x greater customer retention and 20x greater account value growth year over year. Read our…
Customer Value Index 200: Customer-centric companies have a higher valuation We have written about the customer era before and pointed out how important the transformation is that is happening all over corporate america: now there is more proof that being customer centric is super profitable. Companies which focus on their…
5 statistics on customer marketing that may surprise you (and infographic) At the Good to Great Marketing Nation event last week with Marketo, we conducted a survey with 75 marketers regarding their customer marketing initiatives. It was a pretty successful event and marketers were drawn in by our messaging on listening-understanding-engaging.…
Two things you need to know to build a retention grader for your online application Holiday wish list: renew more customers! (with free retention grader) Do you know what part of your current customers will renew their subscription or maintenance next year? Do you know how much revenue is currently at risk because customers might…
Customer Success Chronicles: Clarizen Brings the Customer’s Voice to the Executive Level Not all superheros wear capes, this one wears a nice shirt. I sat down with Roni Feldsher, Director of Customer Success at Clarizen to discuss what Customer Success means to them. We also got down to the nitty gritty on…
3 revenue resources to optimize for SaaS companies to maximize growth During the early stages of SaaS companies, their primary focus is to grow the user base and start building revenue momentum from there. This is only sustainably profitable if those customers stay, renewal after renewal or upgrade. Obtaining new customers…
Chief Customer Officer – Roundup of Articles Many leading publications in the past year have written about an important trend in corporate America. For the first time in many years a new executive is added to the corporate C-Suite: the Chief Customer Officer responsible for all things…
2nd Annual SaaS Metrics Survey Results 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…
Userman and Usergirl are coming to Dreamforce to defend user value! Userman and Usergirl, defenders of end user value are coming to the Dreamforce conference! Their motto: When users succeed first, business success will follow! Userman and Usergirl will roam the show floor at Dreamforce and will have just 3 questions for…
Amy’s Customer Success Manifesto – Part4:Lucidera Case Study This is the last part of our interview with Amy Friedman a four time customer success pro. In this last version Amy speaks about Customer Success done right – of the four companies where she ran or was involved with…
4 ways to calculate customer retention It’s important to measure what you’re trying to manage. There have been multiple opinions on which SaaS Metrics are important but the bottomline is still the same: revenue – what brings in the recurring profits? One of the biggest challenges…
Customer Success: practices and experiences from the front line (meetup) We’re happy to announce that we are sponsoring the next installment of The Forum Customer Success series in the Redwood City, CA area! (Read about our previous event) When: Thursday; August 30th, 2012 7:00 – 8:45 PM (register) Where: Training…
The only 3 metrics that matter for SaaS (Unsexy Conference) What’s sexy about being unsexy? All the insights and startup/SaaS lessons shared at yesterday’s Unsexy Conference! One presentation in particular caught my attention and that was by Zuora’s CFO, Tyler Sloat, “The Only Three SaaS Metrics That Matter”. We’ve had…
The truth about taking the first step towards customer engagement There are many areas for your business to engage with your customers. No longer is the buying/decision-making journey a linear process, in fact, this photo from the Marketo Summit we attended in May illustrates the actual process quite accurately: What…
How customer engagement can predict profits 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 Next Big Thing in Social Enterprise: The Social Product This is a bit of an oldie as I blogged about the Power of the Customer panel at All About The Cloud before, but a video interview from the conference just became available so I thought to pass it along.…
Customer Engagement Fever, It’s Catching On 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…
The Future of Sales: 10 bold predictions We had a very exciting first Social Sales meetup last Thursday! Some of my favorite people attended including Anneke Seley from Phoneworks, Gerhard Gschwandtner from Sales 2.0, our awesome host, Rob van Es, VP Sales Hearsay Social and our presenter…
Customer Success Management: GetApp Review on Totango You know you’re already ahead of the game if customer success is already part of your top strategic priorities. Or maybe you’re at the stage of looking for a customer success management platform for your business but not sure where…
How nCircle is Driving Signup Conversion with Totango “We more than tripled the number of successful trials of nCircle PureCloud, our cloud based vulnerability scanner in just a matter of weeks with the help of Totango insights.” – David Meltzer, VP Engineering nCircle nCircle provides information risk and…
Zendesk Uses Totango For Trial Marketing and Lifecycle Marketing “We have been very happy with Totango. We are continually discovering new uses for the product to improve our marketing as well as our customer engagement.” – Jeff Wiss, Zendesk, Vice President of Demand Generation Customer success within a customer service…
Software Is Changing The World And Customer Success Processes A new generation of companies is emerging to power The Customer Era. What is the customer era? An era where the customer is in charge and can access business and consumer services on demand, self-service without talking to a sales…
Keeping Customers Happy Increases Customer Lifetime Value “Keeping customers happy is key to keeping your business alive and profitable” and we couldn’t agree more! The best type of customer service is attentive, responsive and proactive. This is why we advocate customer success and the value it offers…
Top 6 Takeaways on Revenue Performance Management (Marketo Summit Day 1) I am a data junkie so my favorite presentations today were the ones presenting the hard facts in numbers. Here are my top 6 takeaways from my 2 favorite presentations on Day 1 of the Marketo User Summit: Lori Wizdo,…
Defining Customer Lifetime Value and a recipe for Customer Retention Yesterday I attended the second Customer Success Forum meeting which we helped to create with Mikael Blaisdell. Our friends from Zuora provided the space and snacks! The customer success team of our customers, Clarizen, was out in full force. It…
6 Surefire Tips to Retain & Grow Customers Just a short while ago, I was co-presenting a webinar with J.D Peterson, VP Product Marketing of Zendesk. In the webinar I gave 3 tips on how we accelerate revenue throughout the customer lifecycle and how to drive conversion from…
Chief Customer Officers Boost Customer Engagement 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…
Totango Accelerates Revenues for Engine Yard Customers The Totango team is excited to announce its participating in the Engine Yard’s add-ons program. Engine Yard is the leading Platform-as-a-Service (PaaS) provider. Totango provides Engine Yard’s clients a way to better monetize their applications by driving customer engagement and…
The Power of Measuring Customer Engagement 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 app to other potential user. Another example would be for returning users – users are…
6 Sure Fire Tips to Retain and Grow Customers In the week that we also announced integration with Zendesk (see below), I wanted to remind you of the “6 Sure Fire Tips to Retain and Grow Customers” webinar where Totango will be co-presenting with Zendesk. The webinar will take place Tomorrow,…
How Zendesk and CloudBees Increase their User Engagement 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…
Presenting – the SaaS Resource Center This week we’ve added a section into our website which I believe would add value to the SaaS Community – I present our SaaS Resource Center! The Resource Center is a place where we update the most important/informative/valuable articles on…
Best of 2011: Top Videos and Blogs on Customer Engagement 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, Customer Success, Customer Lifetime Value, SaaS Best Practices, Low Touch and Zero Touch Sales Models,…
