Speed up new user onboarding
Onboarding

4 Ways to Speed Up New SaaS Customer Onboarding

6 – min read Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you …

Preventing customer churn during a pandemic means following thoughtful strategies.
Customer Retention & Churn

Customer Churn During a Pandemic: What SaaS Companies Need to Know

4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …

Reduce customer churn in SaaS markets by engaging and delivering value.
Customer Retention & Churn

5 Ways to Reduce Customer Churn for SaaS in a Recession

4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …

Best Practices

Global Capacity – Breaking The SaaS Monopoly On Customer Success

2 – min read 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 …

Best Practices

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

2 – min read 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 …

Best Practices

Top 3 lessons learned from building today’s best in class customer success

2 – min read 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. …

Best Practices

Guest blog: A KPI Dashboard for early stage SaaS startups

2 – min read 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 …

Customer Retention & Churn

Customer Retention Guest Blog: Three Loyalty Moments

2 – min read 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 …

Business Insights

EXCLUSIVE REPORT: Customer Intelligence for Software Companies

2 – min read 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 …

Business Insights

Customer Journey Mapping For SaaS Companies: New Strategy To Drive Growth

2 – min read 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 …

Big Data

2nd Annual SaaS Metrics Survey Results

2 – min read 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. …

Best Practices

Amy’s Customer Success Manifesto – Part3:Metrics

< 1 – min read In the third part of our four part interview with Amy Friedman, a passionate customer success pro, she talks about metrics for customer success. Top …

SaaS

SEOmoz conversion isn’t as great as it seems

4 – min read 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 …

Business Insights

Top 10 Tweets from the Forrester Customer Experience Forum

2 – min read 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 …

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

Engagement Technique: Are you a Mad Man or a Math Man?

2 – min read 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 …

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

The Power of Measuring Customer Engagement

2 – min read 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 …

SaaS

What’s New with Totango?

2 – min read I thought it would be a good time to review what is new with Totango this month – so many things are going on that …

Product updates

Introducing the Totango iOS API

< 1 – min read 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 …

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

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 …

SaaS

6 Social Selling Tips to Implement Today (from Sales 2.0 San Francisco)

3 – min read 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 …

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 …

SaaS

Top 10 Sales 2.0 Leaders I Want to Meet

3 – min read 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 …

Lifecycle Marketing

3 Steps to Lifecycle Marketing Success

4 – min read Introduction Congratulations, as a marketing professional you’ve successfully recruited a qualified customer base: people who audited your product and ultimately chose you above the competition. …

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 Engagement

Drive Adoption with Billing

4 – min read 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” …

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 …

SaaS

Freemium, Free Trial and Pricing Models in 550 SaaS Companies

< 1 – min read The way that enterprise products are being bought and sold is changing rapidly. Customers are increasingly demanding instant access to all information about your product, …

Company updates

How Engagement Score is Calculated

< 1 – min read The engagement score is an at-a-glance metric that Totango adds to each account. Its purpose is to give you a sense of how active and …

SaaS

How Dropbox Increases Their Customer Engagement Rate

2 – min read Today I’ve interviewed Steve Bartel, Head of Analytics Team at Dropbox. Dropbox no-touch sales model is a very good example to emphasize how important it …

Customer Engagement

The App Stores Effect on Customer Engagement

2 – min read Last week, I had several interesting meetings with people who don’t want to spend marketing dollars on paid advertising and prefer to put all of …

Best Practices

Learn about user engagement from one million businesses

2 – min read Today, I’m happy to announce that Totango has analyzed the customer engagement and optimized the sales and customer success interaction with more than one million …

SaaS

2012 Year of Freemium Business Model in B2C and B2B

3 – min read It started in gaming – 57 out of top 100 app store games are freemiums. huge companies like Zynga, Electronic Arts and Capcom or from …

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 Engagement

The Market Size of Customer Engagement Management

< 1 – min read 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 …

Customer Engagement

Beyond Social Business – A Definition of Customer Engagement

2 – min read 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 …

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 …

Best Practices

Best of 2011: SaaS Sales Models Tips

< 1 – min read 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 …

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