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

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. …

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.

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 …

Best Practices

Lifecycle Marketing, Behavioral Triggers Increase Conversion Rates

2 – min read Email outreach plays a significant role in lifecycle marketing. It is extremely effective for developing new relationships and nurturing existing ones – what makes or …

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 …

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 …

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

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 …

Best Practices

Best of 2011: SaaS Best Practices and Customer Analytics

< 1 – min read 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. …

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

3 Steps to Measuring User Engagement with your Web Application

3 – min read 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 …

SaaS

On User Retention as a Service

< 1 – min read 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 …

Best Practices

Understand Customer Behavior in Your Trial Period

3 – min read Today I’m going to share another interview with Tracey Kaufman, VP of Customer Experience at cloud9. Tracey was watching the Totango demo and then answered …

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

10 Tips for B2B Sales in the Subscription Economy

3 – min read 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 …

Best Practices

The Top 10 Requirements for an Effective Client Lifecycle

4 – min read 1. Must be a corporate wide initiative – not just a client services initiative. Without Board and CEO level visibility, buy-in and sponsorship this type …

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