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Customer Engagement Tag

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Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual

Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in

In recurring revenue businesses, the entire company impacts the customer in some way. Often times, employees’ interactions are ad-hoc and siloed within their department, making it impossible to understand how all of the pieces work together to support the customer.

The SIIA recently announced that Totango has been named a finalist for the 2016 SIIA CODiE Award in the following categories: Best Customer Success Management Solution, Best Customer Relationship Management Solution, and Best CRM Mobile Application. Totango is incredibly honored

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 to

This awesome quote comes from Scott Hudgins, VP of Global Customer Managed Relationships at the Walt Disney Company. They recently announced their "MagicBand" wristband to understand/track visitors' behaviors at the park. I think this is a great example of how

In our 2012 SaaS Conversions Benchmark report, we concluded that happy and engaged users result in more conversions. Our report showed that Best-in-Class SaaS companies had an overall 2% trial-to-paid-to-retained conversion rate compared to the average rate of 0.6%. What are

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. Because it's the second year that we are doing this survey, we were able to pickup some

Omer Minkara says it will create 20x greater revenue growth per customer. Geoffrey Moore calls it a "fundamental revolution". Dion Hinchcliffe refers to it as a "momentous change in business". And, oh by the way, 88% of CEOs agree. Here is what well known analysts have

Loved John Dillon's (CEO of our partner Engine Yard) blog on customer engagement in Forbes! He says (amongst many other things): Why is doing a better job of customer engagement so crucial? Because it impacts customer loyalty, which directly impacts the bottom

I read in a recent blog from Forbes that the rate of engaging customers and prospects through social media and its growth in adoption have been growing. They conducted a survey to see how people are using social media for

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 turn into Sales Qualified Leads (SQL) by themselves - this phase can't be automated and requires

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 very popular app services providers - Zendesk and CloudBees, were quoted about their success in

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 leads to the automatic customization of content, timing and type of Lifecycle Marketing campaigns targeted at

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 writes that in 2012: Out: Social Business and Social CRM In: Customer Engagement What’s the difference? Ray Wang

So you have a product! you’ve worked so hard on making it the way you want (iteratively of course) and now you want to sell it - so how do you do that? The answer, as strange as it might

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 quick recap … The good old sales process according to Joel “The process went something like this: ask

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 Totango to read this blog and recommend that you do the same. Jason looks at

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 about customer engagement and customer success. We agree with Dave that with SaaS “it might make

Today, the Totango team is excited to announce a brand new “SaaS Executive Dashboard”. The Totango SaaS Executive Dashboard is an extension of the Totango online platform which allows SaaS teams to gain full visibility into the level of customer engagement

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 SaaS executive and haven’t read it yet, read this first. In this post I’d like to