Customer Lifetime Value

How to Calculate Customer Lifetime Value

4 – min read To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new …

Explore the importance of communication when it comes to increasing customer lifetime value (CLV).
Best Practices

Exploring the Importance of Customer Lifetime Value

4 – min read In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer …

The product adoption rate metric will help you measure the success of your campaign.
Adoption

How to Calculate Adoption Rate and its Impact on Customer Lifetime Value

4 – min read If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the …

Best Practices

Growth Hacking with User Behavior

< 1 – min read 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 …

Best Practices

Customer Success – The Farming Paradigm (With Gifs!)

2 – min read   So we all know farmers. Source: thehappiestdonut.tumblr.com   No, not that type of farmer…. the kind that grows trees. For thousands of years, they …

Best Practices

Top Executives Weigh In On Lessons Learned In Customer Success

< 1 – min read At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution …

Customer Success

Totango Named a Finalist in Three Categories for 2016 CODiE Awards

< 1 – min read 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 …

Uncategorized

Boost your company growth rates with complete visibility into your Revenue Stream

2 – min read For most Enterprise SaaS companies, recurring revenue from existing customers (renewals and upsells) accounts for 50-70% of total revenue. Understanding this segment of the revenue …

Uncategorized

3rd Annual SaaS Metrics Report: Underscoring the need for Customer Success

2 – min read As 2013 comes to a close, we wanted to leave you with the results of our 3rd annual SaaS metrics survey on the key performance …

Best Practices

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

< 1 – min read 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 …

Big Data

2nd Annual SaaS Metrics Survey Results

2 – min read 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. …

Customer Retention & Churn

Retaining customers in baseball, higher education and secure networking

2 – min read Across industries attention is shifting from customer acquisition to customer retention. In this blog three stories about how to retain and grow customers: one from baseball, a second from higher education and lastly a story about networking gear that can tell its vendor which customers may not be getting the most out of their purchase.

Customer Retention & Churn

Amy’s Six Secrets For Customer Success Professionals

3 – min read Over the past week we released a series of short clips from an interview with Amy Friedman, a four time customer success professional with over …

Customer Analytics

How customer engagement can predict profits

2 – min read 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 …

Customer Engagement

4 Benefits of Keeping Your Customer Engaged

2 – min read 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 …

Customer Engagement

Chief Customer Officers Boost Customer Engagement

2 – min read 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 …

Customer Analytics

The Power of Measuring Customer Engagement

2 – min read Talking about Customer Engagement, there are many metrics that could show a user engagement level, i.e. user are considered to be higher engaged if they refer your …

Customer Engagement

How Zendesk and CloudBees Increase their User Engagement

3 – min read 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 …

Customer Retention & Churn

Customer Success How To: Learning from Customers Who Churn

3 – min read 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 …

Customer Engagement

Best of 2011: Top Videos and Blogs on Customer Engagement

< 1 – min read 2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, …

Best Practices

What is the Best Sales Model for You?

2 – min read So how do you know which sales model is best for you – zero touch vs. low touch vs. high touch vs. field? In his …

Best Practices

3 Outright Strategies to Improve SaaS Customer Success

3 – min read Totango is now (also) located in Mountain View, CA! Having a new Totango home in California is great and allows me to meet many cutting …

Best Practices

Survey Results: Which Metrics are Key to SaaS Executives?

< 1 – min read As part of my effort to create the SaaS Executive Dashboard, which helps executives to put together their business metrics for SaaS on a single …

Business Insights

Customer Lifetime Value and Customer Experience

2 – min read 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 …

Business Insights

Free Trial Average Conversion Rate and Other Metrics

< 1 – min read Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate …

Best Practices

SaaS Best Practices: Measuring Trial Conversion Rates – Part 1

3 – min read Defining an active user and setting a baseline   Over the next few weeks, Totango will be posting a blog series on best practices for …

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