Totango Blog: Your Guide to Managing the Customer Journey

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6 Key Takeaways from Forrester Research Guest Webinar on Customer-Centricity

Kate Leggett, VP & Principal Analyst at Forrester Research and leading expert in customer relationship management and customer service strategy, joined Guy Nirpaz, CEO & Co-Founder of Totango, to talk about customer centricity and the technology that is disrupting the …

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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 …

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 …

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 …

Improving the Customer Experience: The Processes and Emotional Aspects

The answers lie in cold hard data, but the execution requires a more human touch. For businesses to improve the customer experience, two dimensions must be considered: the business processes and the emotional aspect. The data driven methodology This process …

How customer centric are you? Take the survey to find out (and a chance to win an iPad mini)

We’ve said time and time again that in the Customer Era, the whole dynamic and interaction model between vendors and users have changed. Most revenues now come from repeat business and enduring customer relationships. Companies must become customer centric in …

5 ways to level up customer loyalty

Customers are your superstars because in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in Entrepreneur magazine: Shift the focus from customer attraction to customer satisfaction — it all starts …

Aberdeen Group and Totango present: Customer Growth Lessons for Software and Internet companies

It’s no secret that retaining customers and growing their value is a key differentiator for leading software and internet companies. However, many businesses are inundated with numerous challenges and inefficiencies impacting their ability to better engage their customers. We’re back with …

Top 5 Quotes from CRM Evolution Day 2

This week I’m out in New York at the CRM Evolution Conference and Exhibition. There have been a lot of great speakers but I’m sensing some big themes. Here are my top 5 quotes from Day 2 of this conference.…

Unmanaged Customer Experience: The Pitfalls

Lately I’ve been on the phone with a lot of customer service reps while getting the new office set up. It made me think back on whether or not we ever had days where the entire customer experience was more …

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 …

How to use customer intelligence to deliver customer delight

I came across this blog post “Four ideas using customer intelligence to deliver customer delight” and their list was pretty spot on for key trends in the space. 1. Using big customer data to develop segmented user profiles and seeing …

Understand Customer Behavior in Your Trial Period

Today I’m going to share another interview with Tracey Kaufman, VP of Customer Experience at cloud9. Tracey was watching the Totango demo and then answered some questions about what she thinks of the application from a Customer Experience point of …

Customer Lifetime Value and Customer Experience

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 together a short survey in order to learn what are the key metrics to measure …