Totango Blog: Your Guide to Managing the Customer Journey

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Ten Reasons Your Organization Needs Totango, the Leader in Customer Success Management

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 …

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3 Ways to Correct a Bad Customer Onboarding Experience

Few things are more troubling for a business than losing a new customer because of a bad onboarding experience. If you identify that a customer is unhappy with their onboarding process, it is important to move quickly to turn the …

How to Boost Slow Product Adoption After Onboarding

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 …

New Totango Enterprise Edition Transforms Business by Managing Customer Success at Every Level

Recently, we announced Totango Enterprise Edition, tailored for all companies, regardless of company size, selling into accounts with multiple teams, divisions, and subsidiaries; as well as large companies with multiple products and more complex channel sales organizations. If you are …

The Business of Customer Success

Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their existing customers (customer base). I would like to offer a business perspective to organizations and …

New Release: Automate customer communications with Customer Success Campaigns

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 traditional marketing systems are unable to do. Campaigns takes Totango’s powerful analytics capabilities and enables you to create precise user and account segments to target with messages and content that will drive desired business outcomes.

The 3 Pillars of Customer Success: Culture, Technology and Health

Part of the Customer Success Summit On-Demand Series Depending on the company, Customer Success can be implemented in any number of ways. Small companies, large companies, B2B, B2C, high-touch, low-touch, all sorts of organizations approach this challenge with a myriad of different …

Customer Success: Play to Win

Part of the Customer Success Summit On-Demand Series Customer Success is taking off and has grown beyond being just a function within many organizations. For the last couple of years the industry has gone through several phases of understanding. First looking at why …

Customer Success the Next Generation: What is the Final Frontier?

Part of the Customer Success Summit On-Demand Series Over the past 5 years, Customer Success has become a recognized philosophy in almost all SaaS and subscription businesses today. Now that we’ve moved from infancy towards maturity, how will the industry …

Super Users and the Membership Economy

Part of the Customer Success Summit On-Demand Series What is a Super User? That customer that knows your product well, they use it often and they share that drive and passion with other people. With today’s subscription businesses these users are …

Customer Retention Cost: A New Metric for the Boardroom

We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next wave of SaaS companies including NetSuite and Workday, and more recent IPOs such as Box.…

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 …

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

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 …

Totango emerges as a veteran in new Forrester Report on Customer Success

With the growth of subscription revenue models in many industries, especially in the SaaS space, customer success is coming to the forefront of business conversations. Organizations realize that they must actively drive the success of their customers in order to …

Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention

Written by Lori Carr from Lori Carr & Associates. There’s a hole in the bucket, dear Liza, dear Liza. There’s a hole in the bucket, dear Liza, a hole. I remember singing that old German song as a child. Well, I’m …

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 …

Totango Product Update: Customer Portfolio Management

With our new product upgrade, Customer Success teams can manage customers in a more scalable and efficient way. The Customer Portfolio Manager helps customer success managers maximize business results for their customers by prioritizing and focusing their attention on the …

5 key building blocks of a successful RUCE strategy (Aberdeen)

Aberdeen’s latest research “Real-time Unified Customer Engagement: how to delight empowered users” confirms what is core to our beliefs: the importance of reaching the right customer at the right time with the right message. Customers today are more empowered than …

All non-renewals lead back to adoption (follow up to 10 reasons why customers cancel)

As a SaaS vendor, all non-renewal reasons lead back to adoption. The way my team looks at a client is three fold and each plays a part in the client’s ability to adopt our product. The three things we must …

3 tips on getting (more) budget for Customer Success

Just like when social media first started taking off, Customer Success is sometimes seen as an ad hoc initiative. There are tools that come at little or no extra cost such as on-site visits, phone calls, relationship-building interactions, support, and …

Top 10 Reasons for Customer Account Cancellation (and what you can do to stop it)

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 …

3 ideas to foster the best balance between Sales and Customer Success

The tough thing about bringing on Customer Success into your organization (aside from the hiring and figuring out customer success best practices) is trying to settle the friction that sometimes occurs between sales and customer success. How can you find …

The Responsibility of Customer Retention: Whose job is it anyway?

Here’s a cool article I came across by Dave Brock titled “Customer Retention, Whose job is it anyway“. Does your organization hold sales accountable for retention? Or maybe account managers? Retention strategies should look beyond the usual suspects of who …

5 questions to consider: The Power of Customer Retention (infographic)

Really cool infographic from Kapow though I think it shouldn’t be a debate of which is better: retaining current customers or acquiring new ones. It should be more like realizing the value of existing customers and how much revenue they …

Customer Retention Guest Blog: Three Loyalty Moments

I spent my formative years at Hewlett-Packard, an engineering-driven company that believed great products sell themselves. But after several years running operations in the hypercompetitive luxury travel industry I learned this isn’t entirely true; people buy from people they know,…

Customer Growth Lessons for SaaS Companies Visualized (infographic)

Customer analytics help software companies see better retention rates and easily identify at-risk accounts. Totango partnered with Aberdeen to give you 10 recommendations and some interesting stats that compare typical SaaS companies with their best-in-class counterparts. Get the full complimentary …

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 …

2013 Predictions: from SaaS evolution to NBA Champs to the big metric of 2013

Companies on the race to be more customer centric, fast The Customer Era is really here. Salesforce calls it the Customer Revolution. If even the original SaaS juggernaut is realizing something big is happening, you know it’s true and imminent.…

3 Tips for Creating Your Lean Mean Marketing Automation & Sales Machine

Marketing automation, or revenue performance optimization as some call it, is used by an increasing number of SaaS companies in different stages of the marketing and sales funnel. Its goal is to move leads from the top of the funnel,…

Managing and prioritizing your at-risk accounts and growth opportunities

As a customer success manager, you always have to consider an account’s contractual state in conjunction to their level of engagement with the product. High paying accounts that aren’t engaged with the product they’re paying for is bad news. An …

Your users want to like you so give them a reason to love you

Customer experience is such a subjective thing; one bad experience could easily trump all the previous good experiences that you may have had with a brand. I consider this especially true when it comes to dealing with customer support reps.…

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 …

3 lessons on Customer Success Management in 2012

On Tuesday evening I attended another great CSM Forum event in San Francisco organized by Mikael Blaisdell. Speakers included customer success and customer advocacy professionals from Xtime, Yousendit and Marketo. My favorite 3 takeaways: 1. Mikael’s Customer Success Maturity Model I …

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 …

How many customers can (should) a customer success manager be responsible for?

We’ve been asked a lot how many accounts a customer success manager (CSM) should handle and what is the right number of customer success managers to have? There have been discussions on LinkedIn trying to figure out the ratio between the …

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 …

How Dropbox messed up conversion rates but had a secret weapon

Many people are intrigued as to what makes a software product or service go viral and get total control of its market, while other similar competitors are left with nothing but the scraps. In this article I will tell you …

“3 reasons why Totango is a better fit than Google analytics” – Zendesk

We were really excited when we heard Sam Boonin, VP of Product Engagement at Zendesk, was sharing Zendesk’s Totango experience with the guys from Beyond Web Analytics. In their short 23 minute podcast, Sam shared the business value of using …