When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong.
Customer loyalty is priceless. If you retain customers, they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate
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 subscription economy has exploded over the last decade. Top SaaS companies with flexible, innovative technologies are in high demand. The lower barrier to entry however, has created a myriad of competitive pressures on SaaS providers. To dominate their markets, tech
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
In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success. If you have ever dealt with customers before, you have inevitably faced a situation which made you wonder: where
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
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.
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
Companies that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an outcome of an exceptional and differentiated customer experience. There are a lot of "clone companies"
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 can significantly boost customer engagement, increase customer retention and ultimately grow customer lifetime value. We have
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
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 of all kinds track and manage overall user happiness at a glance (Read Press Release). The
Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn is particularly troubling. As Joel York explained in SaaS Churn kills SaaS Growth, unless you
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
It started in gaming - 57 out of top 100 app store games are freemiums. huge companies like Zynga, Electronic Arts and Capcom or from startups like the makers of 2011 Nimblebit (Tiny Tower) and Spry Fox (Triple Town), the free-to-play
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
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 offering at their own pace, and can cancel their subscription at any time, the best way
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 future of the enterprise information management will look like. As mentioned a lot in this blog, nowadays
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