Totango Blog: Your Guide to Managing the Customer Journey

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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 …

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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 …

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,…

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 …

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 …

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 …

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 …

Building Out a Comprehensive Health Score

Part of the Customer Success Summit On-Demand Series Defining your customer health is one of the first activities that every Customer Success organization must do, but it is also one that is never really complete. Every time a customer churns or …

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,…

The 3 Pillars of Customer Success: Culture, Technology and Health

Part of the Customer Success Summit On-Demand Series Depending on the company, Customer Success can be implemented in any number of ways. Small companies, large companies, B2B, B2C, high-touch, low-touch, all sorts of organizations approach this challenge with a myriad of different …

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 …

Customer Success: Play to Win

Part of the Customer Success Summit On-Demand Series Customer Success is taking off and has grown beyond being just a function within many organizations. For the last couple of years the industry has gone through several phases of understanding. First looking at why …

Customer Success the Next Generation: What is the Final Frontier?

Part of the Customer Success Summit On-Demand Series Over the past 5 years, Customer Success has become a recognized philosophy in almost all SaaS and subscription businesses today. Now that we’ve moved from infancy towards maturity, how will the industry …

Super Users and the Membership Economy

Part of the Customer Success Summit On-Demand Series What is a Super User? That customer that knows your product well, they use it often and they share that drive and passion with other people. With today’s subscription businesses these users are …

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 …

Nominate your Customer Success Heroes!

Just because the Oscars are done, doesn’t mean award season is over. We’ve just opened up nominations for the 2nd Annual Customer Success Hero Awards for both individuals and teams! The Customer Success Hero Awards are industry awards that recognize …

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.…

Top 5 Reasons Marketers Should Attend a Customer Success Conference

Written by Anne Janzer, Author of Subscription Marketing. As we approach the spring conference season, every marketer’s mailbox is filled with invitations to conferences and events. So many conferences, so little time! Should you sign up for conferences on social media …

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 …

Inspiration for a Customer Centric Org

It is becoming more and more accepted that customer success has to be more than just a function, it needs to be a company wide mantra. Putting customers first is now a core tenant of almost any SaaS or subscription business today.…

And the winner is… Totango!

Award season is upon us and Totango emerges early as a winner in this year’s CRM Watchlist. For those who aren’t familiar with this report by Paul Greenberg, the CRM Watchlist is an impact award looking at which companies have …

Why should you attend Customer Success Summit?

While conferences are a great place to learn best practices that you can leverage in your career, sometimes it’s hard to know which ones are worth the time and money, and which are really just a glorified party. With our 3rd …

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 …

Customer Success Predictions for 2015

2014 has come to an end and it’s amazing to look back and see the phenomenal growth we experienced in the customer success industry last year. Working with hundreds of SaaS companies, I personally saw customer success elevated as a …

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 …

Customer Success Summit 2015 is here!

Customer Success Summit is returning to San Francisco on March 21-22, 2016. Register today! For the last two years, the Customer Success Summit has been a sold-out show, bringing together executives, thought-leaders, and practitioners of Customer Success. Today I am …

New Release: Announcing the Customer Health Console

We are thrilled to announce the launch of the Customer Health Console! A few months ago, we released the Customer Portfolio Manager, a tool for every CSM to manage their own portfolio of customers in one central place. Now with …

Trials and tribulations: 4 best practices for increasing trial conversions

A recent study shows 67% of SaaS companies receive some percentage of their new customers through free trials. If your company offers free trials or a freemium model, it’s important for you to find ways to increase trial conversion rates …