Totango Blog: Your Guide to Managing the Customer Journey

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EXCLUSIVE REPORT: Customer Intelligence for Software Companies

We wrote earlier about Aberdeen’s groundbreaking research into the value of customer intelligence: companies which use customer analytics in their customer facing business processes see 3x greater customer retention and 20x greater account value growth year over year. Read our …

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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 …

Is there a Pattern for the Free to Paid User?

This week, I’ve interviewed Charles Hudson, CEO and Co-Founder of Bionic Panda Games about how he uses analytics system to increase free to paid conversion. Charles indicates that they’re trying to find a pattern of the paying customer and try …

The Top 10 Things We Have Learned about Client Retention

In my last “Top 10” series for this week, I chose to review another Jeff Bennet’s article: Top 10 Things We Have Learned about Client Retention. Client retention is a critical component to any organization, especially for subscription based revenue …

10 Tips for B2B Sales in the Subscription Economy

The subscription-based economy is thriving. Netflix’s well-known model (and subsequent public relations mess in changing it), and the recent announcements from Google and Apple have set it in stone. The subscription model, like many of the B2B sales models in the …

3 Ways to calculate SaaS Churn (and churn cohorts)

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 …

Does your SaaS Business have a VP Customer Success?

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 …

Customer Engagement is Key for SaaS

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 …

Top 3 Metrics to Measure Customer Engagement

Businesses these days are making significant efforts to delight their customers, and for good reasons. One of the key areas where businesses focus their efforts is in creating online self-serve applications with a great user experience in order to help …