Introducing Customer Experience Canvas
March 25, 2022
2 – min read Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but
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Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together
3 – min read Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide.
Using Customer Satisfaction Metrics: NPS Best Practices
5 – min read 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, …
Customer Satisfaction Best Practices You Need To Know
5 – min read 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 …
EXCLUSIVE REPORT: Customer Intelligence for Software Companies
2 – min read 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 …
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 …
10 Tips for B2B Sales in the Subscription Economy
3 – min read 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 …
3 Ways to calculate SaaS Churn (and churn cohorts)
2 – min read 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 …
Does your SaaS Business have a VP Customer Success?
2 – min read 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 …
Customer Engagement is Key for SaaS
3 – min read 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 …
Top 3 Metrics to Measure Customer Engagement
2 – min read 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 …
Latest Totango News
See Why Totango is the Leader in Customer Success Innovation | 2022 Product Roadmap
February 25, 2022
2 – min read Have you seen what Totango is working on? Ravit Danino, our SVP of Product presented our Roadmap to Customer Success
It’s a Wrap! 2021 Product Highlights in Review
December 28, 2021
< 1 – min read In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges
