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‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both

Calling all customer-centric marketers. We hope that #CSSummit17 is on your radar for must-attend events this year. More than ever there is a growing need for marketers and customer success teams to collaborate to retain and grow customers. Here are our

Microsoft and the CMO Council recently released a whitepaper suggesting that marketers are moving away from digital campaign metrics (e.g. clicks, views) and beginning to invest more resources on metrics related to financial performance and business outcomes. It also offers

Enterprise SaaS solutions have borrowed heavily from popular consumer apps and services.  Old-school, stodgy account management practices are out.  Personalized, interactive user engagement is in. Learning from the pioneers Ten years ago, Salesforce was probably the first enterprise software vendor that experimented

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches to

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 turn into Sales Qualified Leads (SQL) by themselves - this phase can't be automated and requires

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 that the customers are kings which means companies should be able to understand their customer's behavior

We've held yet another very interesting lean-startup meetup on Thursday to discuss free to paid conversion best practices for cloud applications. First, please find within the presentation I've used. It's a collection of many ideas we've been working on at Totango

Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate average figures will do no good, as it doesn’t reflect the whole picture and usually

Managing a Software-as-a-Service (SaaS) business isn’t trivial. Successful SaaS companies are able to deal with a high volume of leads and turn those into a high volume of loyal customers with fast response and turnaround time. This is often referred to