Your Customer Success Workflow: A Guide to Understanding and Optimizing It
The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective
Customer Experience vs Customer Success: What’s the Difference?
Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your
Why Customer Success is Important in the Modern Age
Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers
The Top 3 Customer Success Challenges and How to Beat Them
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value
7 Customer Success Team Goals for Your Enterprise in 2019-2020
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding
Proven SaaS Customer Success Best Practices to Increase Lifetime Value
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it
Meet Totango at Chief Customer Officer Fall 2018 Conference
The Chief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango, the leading Customer Success solution, is participating at this year’s conference where the topics consists of
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
Impact Step, Latest Feature of Zoe, Enables Cross-functional Engagement in Customer Success
Sign up to customer success with Impact Steps, the latest feature of Zoe that allows diverse groups of employees to organically work together toward the customer cause, enabling a customer-centric company culture. Impact Steps allow anyone within your company to request
Lessons Learned by our Developers: Implementing Zoe in Slack
Zoe is the new product from Totango that allows everyone in the company to participate in customer success. Zoe's conversational interface lets employees ask questions about customer data and segments of customer data directly in Slack, as well as create Impact Steps
Let’s Meetup Next Week at TSW
Technology Services World (TSW). May 1 - May 3 in San Diego at the Hilton San Diego Bayfront. Where thought-provoking leaders, engaged attendees, and cutting-edge vendors converge to talk about current tech trends in the subscription economy that positively impact
Totango DNA-CX™: The Customer-Centric Data Technology Powering Zoe™
Data Architecture Centered on the Customer In other tools, the customer object is an “opportunity” or a “lead”. But never a “customer”. Totango DNA-CX™ is the only customer-centric data model that actually revolves around the customer. By mapping all the dimensions
Meet Zoe [Video]
Curious to see Zoe in action but not enough time for a full demo? We’ve got you covered, in less than a minute (47 seconds to be exact). See how Zoe makes it not just possible but easy to access
Why We Chose Slack as Zoe’s First Integration
We’re thrilled to introduce Zoe, an intelligent, conversational chatbot available now in Slack, the collaborative work environment, and via email. Slack is making team collaboration effective and fun, which is the reason that we at Totango chose Slack as the
AI for Customer Success: Introducing Zoe
Back in the ‘90s, we were told that CRM software was the solution to customer centricity. Even just few years ago, Salesforce, undoubtedly the leader of CRM, changed their tagline to Customer Company (which they “borrowed” from IBM by the
Taking Customer Data Beyond the Customer Success Function with Zoe
We are excited to introduce Zoe™, the newest product developed by Totango. Zoe opens up customer success to the entire organization by making customer data available to anyone and enabling employee experts to self-organize for initiatives to positively impact the customer. Until
Who’s in customer success?
The focus in growth and attention of customer success within an organization is definitely a very positive trend. Many companies, including very large enterprises, are remodeling their businesses to support customer centric organizational structures. They actively fund, staff and resource
Customer Success – The Farming Paradigm (With Gifs!)
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 have been mastering a very simple, repetitive process - prep the soil, plant the seeds, water, provide nutrients, harvest,
Top Executives Weigh In On Lessons Learned In Customer Success
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 of customer success in their careers and at their companies. Watch the two recorded sessions
When Is The Right Time For a Customer Success Solution?
You know the fastest growing SaaS companies have the best record on churn and upsell. You’ve heard the success stories. You attended the Customer Success Summit. You’ve even heard how customer success solutions have evolved to manage complex hierarchies and
Totango Named a Finalist in Three Categories for 2016 CODiE Awards
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 Solution, Best Customer Relationship Management Solution, and Best CRM Mobile Application. Totango is incredibly honored
Introducing “Farm Don’t Hunt: The Definitive Guide to Customer Success”
I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written this book as a very practical guide to business and team leaders who deal with
Reimagining Customer Success and the New Totango Logo
Back in 2010, Totango was founded on a simple, yet powerful premise: companies today need a new paradigm to manage their customer relationships. CRM is critical, but no longer enough. The Fitbit Paradigm for B2B Relationships Our founders recognized that as every
Easy-to-miss customer success blunders that can cost you customers
In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success. If you have ever dealt with customers before, you have inevitably faced a situation which made you wonder: where
Becoming customer centric at an early-stage startup
The writing is on the wall. From top venture capital firms to industry leaders, the B2B SaaS space is universally accepting more customer-centric principles to proactively influence the lifetime value of the customer. With good reason. In Gallup’s “Guide to Customer Centricity”
The Business of Customer Success
Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their existing customers (customer base). I would like to offer a business perspective to organizations and professionals
Totango In Action: Helping Customer Success Professionals Win
As a Customer Success professional sometimes your job can seem daunting. You are responsible for driving the success of your entire customer portfolio and make sure they continue to use your product or service. Without a clear way to listen,
3 questions every new VP of Customer Success should answer
Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Starting a new job anywhere can be a challenge, but starting a new job in an industry that is still being defined
Bringing Mobility to Customer Success
Mark Zuckerberg used to famously gather employees of Facebook in order to celebrate product achievements and proclaim that at any given point in time, Facebook was only 1% done. Done in the sense of achieving their mission “to give people
Customer Retention Cost: A New Metric for the Boardroom
We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next wave of SaaS companies including NetSuite and Workday, and more recent IPOs such as Box.
Building an Early Warning System
Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so
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 to
4th Annual SaaS Metrics Report: Disconnect between intentions and reality?
We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year – in itself a sign that the topic of metrics and key performance indicators is
Product Update: Your Totango and Salesforce just got more connected
One of the most powerful aspects of Totango is the seamless integration with the Salesforce.com platform. Today we're excited to announce new capabilities that give you more power and flexibility. Totango Customer Success Dashboard - on Salesforce.com If your Customer Success team
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 with an
Chief Customer Officers Boost Customer Engagement
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 can significantly boost customer engagement, increase customer retention and ultimately grow customer lifetime value. We have
What is the Connection between Lifecycle Marketing and Automated Nurturing?
Reading Fergus Gloster's post on Marketo's blog got me thinking how Lifecycle marketing has dramatically evolved lately. Fergus states that Marketing Qualified Leads (MQL) won't turn into Sales Qualified Leads (SQL) by themselves - this phase can't be automated and requires
Five Tips to Customer Love
When you're in the Software-as-a-Service (SaaS) business, you should think of how to attract your users to your application in a way they'd be more successful due to it and therefore happier. If you think about selling, chances are it
How Zendesk and CloudBees Increase their User Engagement
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 very popular app services providers - Zendesk and CloudBees, were quoted about their success in
New Customer Health Dashboard to Easily Monitor Customer Success
The Totango team is excited to announce the release of the Customer Health Dashboard which helps cloud application providers and software as a service companies of all kinds track and manage overall user happiness at a glance (Read Press Release). The