Customer Journey

Get the latest best practices on each stage of the customer journey.

  • All
  • Adoption
  • Customer Engagement
  • Customer Retention & Churn
  • Escalations
  • Onboarding
  • Renewals
All
  • All
  • Adoption
  • Customer Engagement
  • Customer Retention & Churn
  • Escalations
  • Onboarding
  • Renewals
Best Practices

Top-of-Funnel Strategy

2 – min read Another tip from VP sales at Hubspot Mark Roberge at the Sales 2.0 convention re top-of-funnel strategy. Mark recommends on keeping the top-of-funnel as wide …

Customer Engagement

Tip on How to Reduce Churn (Even in Low-Touch Models)

< 1 – min read Another tip taken during Sales 2.0 from Darren Suomi, VP Sales at HootSuite – this time regarding the self-service model and how to adjust it …

Customer Engagement

Evolving from Document System to Engagement System

2 – min read 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 …

Customer Engagement

Converting from Visitors to Signups and from Freemium to Paid in a Fun Way

2 – min read In the next couple of weeks I would like to share some short video interviews on relevant subjects taken at several events I’ve been to. …

Business Insights

6 Tips for Cloud Sales using Channels

3 – min read I attended Jeff Kaplan’s Cloud Channel Summit today. It was a very interesting conference. Clearly cloud channel sales is in its infancy, but there were …

Best Practices

Trial Conversion is Top Priority in SaaS

< 1 – min read Interview to DreamSimplicity.com Thanks so much to Matt Childs for giving me an opportunity to tell the Totango story on DreamSimplicity. Matt and I met …

Best Practices

Joel York: Why to Measure Customer Engagement in SaaS?

3 – min read Joel York has written extensively about the new breed of B2B buyer and the changes to the B2B sales process, especially for SaaS products. A …

Best Practices

Using Customer Analytics to Increase Revenues of SaaS Business

< 1 – min read This week I was attending the Business of Software Workshop talking about Using Customer Analytics to Increase Revenues of SaaS Businesses. Using customer analytics to …

Best Practices

3 Ways to calculate SaaS Churn (and churn cohorts)

2 – min read Last week, Jason Cohen wrote a very comprehensive blog on software-as-a-service churn: Deep Dive – Cancellation Rate in SaaS Business Models. I required everybody at …

Best Practices

Survey Results: Which Metrics are Key to SaaS Executives?

< 1 – min read As part of my effort to create the SaaS Executive Dashboard, which helps executives to put together their business metrics for SaaS on a single …

Best Practices

Does your SaaS Business have a VP Customer Success?

2 – min read Earlier this week, I spoke to Dave Rosenberg for his CNET Blog ‘Customer success’ VP role: To reduce SaaS churn. At Totango, we care deeply …

Business Insights

Treat Customers Based on Their Values

< 1 – min read in Scott Gruher’s blog post on “Go to Market Strategy: How Much are Your Customers Worth?”, his recommendation is to treat customers based on their …

Best Practices

Customer Engagement is Key for SaaS

3 – min read Customer Engagement is key for software-as-a-Service business. A recent post by David Skok explains how and why to measure customer engagement. If you are a …

Business Insights

Customer Lifetime Value and Customer Experience

2 – min read Lately, I’ve started building a SaaS Dashboard for my own usage (which I’ll be happy to share with others as well) and I have put …