Get the latest best practices on everything customer success.

Best Practices

Customer Success Chronicles: Enterasys empowers every touchpoint with the opportunity to delight and deliver value

2 – min read We spoke to Vala Afshar, CMO and Chief Customer Officer of Enterasys, before – but briefly – at a conference. We are excited to catch …

Customer love

5 ways to level up customer loyalty

2 – min read Customers are your superstars because, in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in …

Customer Engagement

3 Steps to Higher Conversions With Happy and Engaged Users (Infographic)

< 1 – min read 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 …

Customer Success

Top 3 Priorities of a Customer Success Manager

2 – min read Earlier last month we posted a poll on LinkedIn asking other customer success managers: “What should be the first priority of a customer success manager?” …

Business Insights

OVUM: On The Radar – Totango

< 1 – min read “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. …

Customer Analytics

Amy’s Customer Success Manifesto – Part4:Lucidera Case Study

< 1 – min read 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 …

Customer Engagement

Amy’s Customer Success Management Manifesto – Part 1:Responsibilities

2 – min read 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.

Customer Analytics

How customer engagement can predict profits

2 – min read 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 …

Customer Engagement

Customer Engagement Fever, It’s Catching On

2 – min read 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 …

Business Insights

Suffering from siloed customer data? Time to get that business in order!

2 – min read 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 …

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

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 Success

New Customer Health Dashboard to Easily Monitor Customer Success

2 – min read The Totango team is excited to announce the release of the Customer Health Dashboard which helps cloud application providers and software as a service companies …

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 Retention & Churn

Customer Success How To: Learning from Customers Who Churn

3 – min read Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn …

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 …

Customer Success

Customer Success Management & The Channel

3 – min read From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail – because “the channel” wouldn’t …

Customer Success

Customer Success as a Main Metric

< 1 – min read Today I talked to Dave Boyce, the CEO of Fundly to hear his angle about Customer Success. Fundly is a social fund raising business which …

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

Your Customers Success is Your Own Success

3 – min read In today video post, Tracey Kaufman, VP of Customer Experience for Cloud9, speaks about how a business should aspire to its customer’s success in order …

Best Practices

Freemium Sales Models for B2B and SaaS

2 – min read As promised, here is the second tip from Chris Yeh, VP Marketing of PBWorks about freemium sales models for b2b and SaaS. Knowing of the advantages …

Customer Retention & Churn

What Do Customer Success Managers Need?

2 – min read The research of The Customer Success Management Initiative is revealing that while many SaaS/Cloud companies are hiring individual Customer Success Managers, or even establishing entire …

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. …

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

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 …

Customer Success

Start Each Day Focused on Customers

2 – min read We didn’t let the festivities of the new year slow us down too much and just released a new version of the SaaSPulse application. We …

Business Insights

3 Essential Tips for Sales in a SaaS Model

3 – min read SaaS forever changes how software is developed and delivered to customers. This shift is well understood, frequently discussed and represents a major shift in the …

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