Totango Blog: Your Guide to Managing the Customer Journey

Latest Post

E2C: Enterprise to Customer Growth Strategy

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.…

See more posts

Growth Hacking with User Behavior

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,…

Totango Named a Finalist in Three Categories for 2016 CODiE Awards

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 …

Easy-to-miss customer success blunders that can cost you customers

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 …

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 …

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 …

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 …

Customer Success: A broad-brushed approach with a stencil

Customer Success is not a one-size-fits-all discipline. Each customer is different – and so are their needs and expectations. In the world of land-and-expand where upsell and recurring revenue is the critical metric, a SaaS company can struggle dealing with …

Totango Lands $15.5 Million to Empower Customer Success Officers with the ‘Truth’

I have some exciting news to share with you. Today we’re announcing a major milestone for Totango. We’ve just completed a series B round of financing of $15.5M led by Canvas and InterWest with participation from our existing investors. You …

5 takeaways on how to run a smart SaaS company (webinar)

Today we held our “Run a smart SaaS company” webinar with thismoment hosted by SIIA. Our guest speaker, GM of thismoment, John Broady, shared his experience in understanding what the critical phases to a customer’s experience are, and what his customer …

5 Questions every Customer Success team should ask themselves

The Customer Success function has made its way into almost every other SaaS company, working its way up and carving its foothold on revenue. The new business model shows the growing importance of the Customer Success function and its ability …

Could your CRM be sabotaging your sales team?

Many CRM systems out there are revenue and pipeline oriented. As a result, many sales reps are focused on meeting their projected close date for their boss (aka a quota reminder) and the projected revenue of the customer they’re trying …

Nobody owns the customer, but someone can always own the moment.

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 …

3 Tips to Make Your Leads More Engaged Using Lifecycle Marketing

So you have a database full of leads that might potentially buy your product – now what? You COULD nurture them to death (or in email terms “unsubscribe”), telling them all about your product, convincing them to buy, OR you …

CS Summit Speaker Highlight: Continuous Engagement in a zero touch world

Identifying At Risk Users In Lifecycle Marketing CloudBees is the leader in the Continuous Integration (Jenkins) and Continuous Cloud Delivery (DEV@cloud) world. It was inevitable that we would start examining our lifecycle marketing practice through the continuous-improvement lens. A while …

What are your customer engagement efforts supposed to accomplish?

KarmaCRM says proactive listening has several goals throughout the customer engagement cycle: To remain in contact with customers–following through on issues is part of the customer service process, even outside of any concrete gains to the system To improve the …

Your users want to like you so give them a reason to love you

Customer experience is such a subjective thing; one bad experience could easily trump all the previous good experiences that you may have had with a brand. I consider this especially true when it comes to dealing with customer support reps.…

Engaged Employees Do The Right Thing Because It’s The Right Thing To Do

I love the title and content of this great blog post. “Europcar focused on creating a customer-centric culture because the company can’t script every interaction. Therefore employees need to be able to make the right judgment calls on their own …

5 statistics on customer marketing that may surprise you (and infographic)

At the Good to Great Marketing Nation event last week with Marketo, we conducted a survey with 75 marketers regarding their customer marketing initiatives. It was a pretty successful event and marketers were drawn in by our messaging on listening-understanding-engaging.…

How Dropbox messed up conversion rates but had a secret weapon

Many people are intrigued as to what makes a software product or service go viral and get total control of its market, while other similar competitors are left with nothing but the scraps. In this article I will tell you …

3 revenue resources to optimize for SaaS companies to maximize growth

During the early stages of SaaS companies, their primary focus is to grow the user base and start building revenue momentum from there. This is only sustainably profitable if those customers stay, renewal after renewal or upgrade. Obtaining new customers …

3 Steps to Higher Conversions With Happy and Engaged Users (Infographic)

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 …

4 Tips For Better Engagement and Customer Growth

There were many takeaways from last week’s Aberdeen webinar with Omer Minkar, here’s what you missed. Today’s customers are very savvy, they want more customization and products that meet their exact needs, therefore it’s important to engage and understand them.…

Totango and OVUM present: Beyond CRM – CRM Trends 2013

“Traditional CRM has run its course.” – Carter Lusher, Research Fellow and Chief Analyst, OVUM Totango and OVUM recently hosted a webinar to discuss “The Customer Adaptive Enterprise”. Carter Lusher discussed how the relationship with your customer is the most …

2nd Annual SaaS Metrics Survey Results

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 …

Amy’s Customer Success Management Manifesto – Part 1:Responsibilities

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.

5 Analysts on a revolution that is customer engagement

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 …

3 Strategies To Turn Customer Service Into Your New Lead Generator

Generating leads is always a main objective for marketing and probably the first idea that comes to mind for bringing in new business for your company – we’re always trying to figure out how and it’s not always the easiest.…

5 reasons why customer centricity leads to success

Customer service shouldn’t be a department, it should be a customer centric philosophy that businesses hold close to their heart. There have been many discussions online about putting the customer first and the revenue will follow. Both the company and …

How customer engagement can predict profits

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 …

4 Benefits of Keeping Your Customer Engaged

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”…

The Next Big Thing in Social Enterprise: The Social Product

This is a bit of an oldie as I blogged about the Power of the Customer panel at All About The Cloud before, but a video interview from the conference just became available so I thought to pass it along.…

Customer Engagement Fever, It’s Catching On

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 …

The Future of Sales: 10 bold predictions

We had a very exciting first Social Sales meetup last Thursday! Some of my favorite people attended including Anneke Seley from Phoneworks, Gerhard Gschwandtner from Sales 2.0, our awesome host, Rob van Es, VP Sales Hearsay Social and our presenter …

How nCircle is Driving Signup Conversion with Totango

“We more than tripled the number of successful trials of nCircle PureCloud, our cloud based vulnerability scanner in just a matter of weeks with the help of Totango insights.” – David Meltzer, VP Engineering nCircle nCircle provides information risk and …

Important lessons about monetizing users from the Facebook IPO

The Facebook IPO has been the talk of the town and brought much chatter about the revenue model of Facebook. Yes, it’s an awesome application with staggering user growth but the money-men on Wall Street are also shining a light …

Keeping Customers Happy Increases Customer Lifetime Value

“Keeping customers happy is key to keeping your business alive and profitable” and we couldn’t agree more! The best type of customer service is attentive, responsive and proactive. This is why we advocate customer success and the value it offers …

Mobile Analytics: Totango Releases iOS APIs For Developers

We’ve made it easier than ever to add Totango analytics to your native mobile iPhone or iPad iOS applications! This latest mobile analytics release will help you recognize how your customers are using your mobile app, the effectiveness of your …

Using Video to Increase Customer Engagement

It’s becoming increasingly clear that one of the best ways to get and maintain customer engagement is through video. Like all methods, though, there are some best practices that are always good to keep in mind. April Bixel on via680 …

Building Smart Conversion Metrics For Freemium Business Model

How do you grow from trial to paying users? The freemium business model is popular with many cloud-based companies but depending on company size, the user experience for trial users is different each time. We sat down to discuss smart …