Totango Blog: Your Guide to Managing the Customer Journey

And the winner is… Totango!

Award season is upon us and Totango emerges early as a winner in this year’s CRM Watchlist. For those who aren’t familiar with this report by Paul Greenberg, the CRM Watchlist is an impact award looking at which companies have …

Why should you attend Customer Success Summit?

While conferences are a great place to learn best practices that you can leverage in your career, sometimes it’s hard to know which ones are worth the time and money, and which are really just a glorified party. With our 3rd …

The Loyalty Link: Marketing to Engage and Retain

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches …

Customer Success Predictions for 2015

2014 has come to an end and it’s amazing to look back and see the phenomenal growth we experienced in the customer success industry last year. Working with hundreds of SaaS companies, I personally saw customer success elevated as a …

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

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 …

Customer Success Summit 2015 is here!

Customer Success Summit is returning to San Francisco on March 21-22, 2016. Register today! For the last two years, the Customer Success Summit has been a sold-out show, bringing together executives, thought-leaders, and practitioners of Customer Success. Today I am …

New Release: Announcing the Customer Health Console

We are thrilled to announce the launch of the Customer Health Console! A few months ago, we released the Customer Portfolio Manager, a tool for every CSM to manage their own portfolio of customers in one central place. Now with …

Trials and tribulations: 4 best practices for increasing trial conversions

A recent study shows 67% of SaaS companies receive some percentage of their new customers through free trials. If your company offers free trials or a freemium model, it’s important for you to find ways to increase trial conversion rates …

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

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. Customer success management enables them to reduce churn, encourage upsells and promote evangelism. Through working …

New Feature: Track changes in usage, utilization and customer status

We are happy to announce the release of a new feature in Totango that enables you to track changes in engagement score, license utilization, and customer status. This powerful feature allows you to put context around the numbers that you …

It’s Time for the 4th Annual SaaS Metrics Survey

That’s right, as 2014 comes to a close it’s time to look back at the state of the SaaS market and see what metrics have become top of mind for the industry. We’ve just released our 4th Annual Saas Metrics …

Totango Tour – Palo Alto Event Recap

Our 10 city Totango Tour is near the end, and is finishing off on a strong note. Our second to last event was held in Silicon Valley at Gordon Biersch Brewery in Palo Alto, CA. The evening kicked off with …

Totango Tour Stop #8 – Toronto

We had a full house in Toronto and the venue was lively with Customer Success professionals. Guy Nirpaz, CEO & Co-Founder at Totango kicked off the session. His discussion highlighted the importance of customer value over customer management. The session …

The Bastardization of Customer Success

In September, I had the privilege of meeting Josh Forman at Denver’s Customer Success Meetup event. Josh is a thought leader in Customer Success and brought forth a very interesting point of view regarding the difference between being a Customer Success …

Totango emerges as a veteran in new Forrester Report on Customer Success

With the growth of subscription revenue models in many industries, especially in the SaaS space, customer success is coming to the forefront of business conversations. Organizations realize that they must actively drive the success of their customers in order to …

Totango on Tour – News from Vancouver

Unbounce joins Totango to talk about building a culture of customer centricity The Totango Tour traveled North to Vancouver for a night of informative sessions and great networking. The event kicked off with Omer Gotlieb, CCO and Co-founder at Totango …

Customer Success and the SaaS Time Warp

Last month, I presented in a webinar hosted by CMSWire titled “Making the Customer Journey Work.” You can view the replay here. During Q&A, one participant asked a simple, yet thought-provoking, question that I think everyone in the Customer Success profession …

Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention

Written by Lori Carr from Lori Carr & Associates. There’s a hole in the bucket, dear Liza, dear Liza. There’s a hole in the bucket, dear Liza, a hole. I remember singing that old German song as a child. Well, I’m …

The 5 traits that separate a GOOD CSM from a BAD CSM

The growing focus on Customer Success and the important role it plays in renewals, cross-sells, advocacy, and more within organizations only amplifies the challenge of finding the right people to lead the charge. The people that fill these roles need …

Totango Tour Stop #6 – New York City

Stop #6 of the Totango Tour in New York City included three great speakers, a fun networking event with food and, a killer view of Times Square. Our session, at the Resturant Above, featured Dustin Markowski, VP of Sales &…

Does Salesforce have the Right Ingredients to Become a Customer Success Platform?

The signs are up already at Moscone declaring Salesforce as “The Customer Success Platform,” the topic of Tuesday’s keynote at Dreamforce 2014. Whether or not it’s another stroke of marketing genius from Marc (remember “The Customer Company” and “The Internet …

Totango Tour Stop #5 – San Francisco

San Francisco was a great stop of the Totango Tour. A large and enthusiastic group of customer success teams came to listen to our outstanding guest speakers including Kristen Hayer of The Resumator and Roberto Jusino of Autodesk, in addition …

Announcing New Integration Hub: Driving Customer Success with richer data

We live in the age where businesses are striving to be customer companies – organizations centered completely around success of their clients. Building new products, educating, implementing, selling and supporting – all these efforts come together around one single business …

When Should You Start Investing In Customer Success?

You’re an early stage startup — you’re focused on building your minimum viable product, winning your first customers, and trying to build your brand. You’re grinding, pushing toward success, and naturally, money is tight. The investment decisions, and the thinking …

Totango Tour Stopped in Austin – Here’s What Happened

Stop #4 of the Totango Tour was another great success. Our session last week featured Guy Nirpaz, CEO at Totango, and Shauna Osborne, VP Client Services at Innography, Inc. Shauna gave an awesome presentation about how Innography, an intellectual property …

Should Customer Success Report to the CEO?

Traditionally CEO’s have had a short list of direct reports, often splitting the responsibility of managing the executive team with the COO or President. More recently, CEO’s have expanded their staff and, with that, their direct reach into more aspects …

Totango Tour Stopped in Boston- Here’s What Happened

For stop number three of the Totango Tour we headed to Boston earlier this week for a whirlwind of Customer Success events. We attended SuccessCon East on Wednesday followed by our Customer Success event and meetup on Thursday. SuccessCon East …

The Customer Economy: How Customer Health Drives Success for Modern SaaS Businesses

If I start this blog by telling you that the world has changed, you are probably going to stop reading – in large part because it’s a well-known fact and hundreds, if not thousands, before me began their thoughts with …

Totango Wins a “Stevie” at the 2014 American Business Awards

Since their inception in 2002, the Stevie’s have become the world’s premier business awards and a coveted prize for companies around the globe. So we’re thrilled that Totango has won the silver “Stevie” at the 2014 American Business Awards for …

Totango Tour Stopped in Denver- Here’s What Happened

Stop #2 of the Totango Tour was exciting. The interactive session was lead by Omer Gotlieb of Totango and featured Amy Mustoe, Director of Customer Success at Sendgrid who discussed best practices and techniques to create a successful customer success …

We’re hitting the road! Totango Tour stopping in a city near you

We’re excited to announce the Totango Tour 2014. During our North American, multi-stop tour, we’re spreading the word about how to grow your business with Customer Success. You’ll learn how to map your customer journey, understand customer health, and how …

Prix-fixe no more: Why à la carte is the future of software delivery

Recently I wrote an article about à la carte software delivery for VentureBeat , I’m reposting here: Facebook users have been vocal about Messenger, an app now required in addition to the social network’s main mobile application to send messages. What …

It’s Time to Start Monitoring Customer Health

Do you know the health status of each of your customers? How confident are you that your “green accounts” are actually healthy and happy? Do you know when a customer needs help (and why) so you can proactively engage with …

7 Reasons a Partner Program Drives Customer Success– the TradeGecko Journey

As a Totango customer, Trade Gecko uses our platform to monitor their customers in order to ensure their success. This guest blog highlights the way a program they have implemented supports Customer Success and reduces churn. Does your SaaS company …

Customer Success makes the list of Top 10 Fastest Growing Cloud Apps

We’re excited to see that Customer Success is one of the fastest growing segments amongst cloud apps. Totango was #4 on SkyHigh’s Top 10 Hottest Cloud Apps of 2014 (out of 7000+ cloud services evaluated).We’re in great company, with other …

Where Do Customer Success Teams Belong?

Recently I was interviewed by Tom Murphy for an article about Customer Success organizations and I’d like to repost my answer for you here. The question he posed to leaders of Customer Success software companies was: Should a customer success team be part of the …

Lessons from Unbounce: How to grow a Customer Success team

Unbounce is a high-growth, self-serve, landing-page creation, testing, and optimization tool. Though constantly evolving, Customer Success has been a priority at the company since it was founded. Ryan Engley, who has been with the company since its early days, has …

Customer Success Orienteering 101: Map Your Customer Journey

As Customer Success Management emerges as it’s own field, the leaders and members of those organizations are charting new paths to success in their organization. According to the consensus definition from Wikipedia, they are orienteers – “navigating from point to …

Totango Product Update: Customer Portfolio Management

With our new product upgrade, Customer Success teams can manage customers in a more scalable and efficient way. The Customer Portfolio Manager helps customer success managers maximize business results for their customers by prioritizing and focusing their attention on the …

5 Simple Steps to Boost Retention

As more and more businesses turn toward a subscription model the emphasis on customer retention has ballooned. The need to acquire customers still exists, but the stability of a business is increasingly reliant upon building a steady stream of revenue …