Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the
Using Customer Satisfaction Metrics: NPS Best Practices
There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased
Customer Satisfaction Best Practices You Need To Know
When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations. Though the customer may be content, you can find ways
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 INITIAL BLOG
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 the bottom
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 SaaS
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 make
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 to
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