At Totango being a little SaaSy is a compliment. SaaS is who we are, what we do and the customers we serve. If you are SaaS looking to take your platform and your business to the next level, you need a partner that truly understands you. We pride ourselves on being thought leaders in the SaaS industry. Learn from our experts.

Customer onboarding checklist
Customer Onboarding

A Customer Onboarding Checklist for Successful CS Teams

3 – min read A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to …

Customer onboarding should involve simple steps toward value.
Customer Experience

5 Tips to Deliver a Great SaaS Customer Onboarding Experience

4 – min read Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them …

Speed up new user onboarding
Customer 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

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 …

Business Insights

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, …

Customer Engagement

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 …

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