SaaS Insights

‘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

Customer success is typically associated with SaaS businesses, helping companies grow and retain a customer base that can cancel and switch providers easily. But, SaaS companies are not the only ones using the subscription business model. Take Global Capacity, a 15-year telecom

    Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by

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

Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key metrics that matter is something we at Totango consider part of our mission.  Over the last couple of years, I’ve had the pleasure of getting to know Christoph,

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,

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 INITIAL BLOG

Totango announces research into customer marketing practices, a new version of its customer engagement platform and Customer Journey Mapping for SaaS workshops Dec 06, 2012 - Palo Alto, CA -- Totango surveyed 75 marketing executives during Marketo’s Marketing Nation Virtual Event

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 pickup some

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.

At first glance, the SEOmoz conversion numbers look amazing. Mammoth traffic and 63% trial to paid conversion. The numbers are not as great as they seem. Here is what I would do differently and what we can all learn from

We found some pretty good tweets from Forrester's CX Forum that resonated with us. There were many ongoing conversations about unifying the customer experience across departments but that it did not mean making one uniform experience for the customer. One

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 use this data. In the past, a "one size fits all" approach may have been

During Sales 2.0, I've met Anneke Seley, Founder of Phoneworks and author of Sales 2.0. Anneke was presenting there about the modern ways to sell a thought, a product or a concept to your executive team or your board and anticipate

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 have

I thought it would be a good time to review what is new with Totango this month - so many things are going on that I want to share with our readers! We are continuously growing and therefore still hiring and we are proud

We're pleased to release a new Totango integration package for iOS developers. Now you can easily instrument your iPhone and iPad applications with Totango, making it easier than ever to see how users are engaging and interacting with your mobile

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

The hot topic at Sales 2.0 Conference today in San Francisco remains (surprise, surprise) social selling (for B2B companies). Lots of speakers and lots of wisdom but also became abundantly clear to me that for most B2B organizations it is

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 of all kinds track and manage overall user happiness at a glance (Read Press Release).   The

I am much looking forward to the Sales 2.0 conference in San Francisco next week. Here are 10 Sales 2.0 Leaders I hope to meet at the conference and why: 1. Jim Cyb, Vice President, Sales, Americas, ZenDesk 2. Pete Eppele, VP Product

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 manage customer health. It's the ultimate tool for Customer Success staff and anyone else in the organization

Promotional discounts, credits or value-add offers can be an important part of a product launch strategy. A properly timed discount, upsell or cross-sell or “bundling” can positively change the perceived product value and dramatically impact adoption of SaaS applications. But, making

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 leads to the automatic customization of content, timing and type of Lifecycle Marketing campaigns targeted at

It started in gaming - 57 out of top 100 app store games are freemiums. huge companies like Zynga, Electronic Arts and Capcom or from startups like the makers of 2011 Nimblebit (Tiny Tower) and Spry Fox (Triple Town), the free-to-play

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 like it - or that the day of the channel itself was over. There were

We are excited that luminaries such as Paul Greenberg, Ray Wang and Dion Hinchcliffe and big league investors such as David Skok are starting to define the market for Customer Engagement Management. We would love to see more work done by

Paul Greenberg wrote a great blog this week defining Customer Engagement. I am much looking forward to his expanded paper on the topic. Basically he writes that in 2012: Out: Social Business and Social CRM In: Customer Engagement What’s the difference? Ray Wang

Are you running a B2B sales or inside sales organization? Do you have a freemium or free trial in your service? Are you considering a low or zero touch sales model to increase the velocity of your sales funnel? These modern sales models

SaaS Best Practices and App Vendors Often I meet with SaaS companies who have a lot of goodwill but simply don't know where to start. Even very successful SaaS companies sometimes need some guidance and some tips & tricks to become

Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your offering at their own pace, and can cancel their subscription at any time, the best way

Paul Stamatiou is doing a great job describing the concept of "User Retention as a Service" and from the long thread of comments, we can certainly learn that this is a true pain point folks have. The basic idea as described

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 to become successful itself. I agree with that saying. Furthermore, I think that if a business

The subscription-based economy is thriving.  Netflix’s well-known model (and subsequent public relations mess in changing it), and the recent announcements from Google and Apple have set it in stone. The subscription model, like many of the B2B sales models in the SaaS

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 of free trial / freemium models, I agree that companies that are making the adjustments towards

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

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 teams of them, there is a wide range in the understanding the role. Given the

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

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 future of the enterprise information management will look like. As mentioned a lot in this blog, nowadays

Anthony Iannarino’s sales blog on “All Opportunities Aren’t Created Equal” got me thinking about prioritizing your time, given limited sales and marketing resources. This is especially important for lean startups and high velocity sales businesses, where there are a relatively high number of prospects