Reducing Churn: ROI-Focused SaaS Strategies for Customer Success
Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control
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
Boost your company growth rates with complete visibility into your Revenue Stream
For most Enterprise SaaS companies, recurring revenue from existing customers (renewals and upsells) accounts for 50-70% of total revenue. Understanding this segment of the revenue stream is critical for business continuity, objective planning, and getting ahead of adverse situations such
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
2nd Annual SaaS Metrics Survey Results
See the full infographic here. Get the 2012 SaaS Metrics report here. Today we are announcing the results of the second annual SaaS metrics survey results. Because it's the second year that we are doing this survey, we were able to pickup some
SEOmoz conversion isn’t as great as it seems
At first glance, the SEOmoz conversion numbers look amazing. Mammoth traffic and 63% trial to paid conversion. The numbers are not as great as they seem. Here is what I would do differently and what we can all learn from
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
6 Social Selling Tips to Implement Today (from Sales 2.0 San Francisco)
The hot topic at Sales 2.0 Conference today in San Francisco remains (surprise, surprise) social selling (for B2B companies). Lots of speakers and lots of wisdom but also became abundantly clear to me that for most B2B organizations it is
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
Totango Featured in WSJ …
Totango was quoted today in the Wall Street Journal in an article about Steve Jobs: "It's not to that point of being annoying yet, but it might get there," says Dominique Levin, vice president of marketing at Totango Inc., a software
Top 10 Sales 2.0 Leaders I Want to Meet
I am much looking forward to the Sales 2.0 conference in San Francisco next week. Here are 10 Sales 2.0 Leaders I hope to meet at the conference and why: 1. Jim Cyb, Vice President, Sales, Americas, ZenDesk 2. Pete Eppele, VP Product
Drive Adoption with Billing
Promotional discounts, credits or value-add offers can be an important part of a product launch strategy. A properly timed discount, upsell or cross-sell or “bundling” can positively change the perceived product value and dramatically impact adoption of SaaS applications. But, making
Customer Success How To: Learning from Customers Who Churn
Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn is particularly troubling. As Joel York explained in SaaS Churn kills SaaS Growth, unless you
Customer Success Management & The Channel
From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail - because “the channel” wouldn’t like it - or that the day of the channel itself was over. There were
What Do Customer Success Managers Need?
The research of The Customer Success Management Initiative is revealing that while many SaaS/Cloud companies are hiring individual Customer Success Managers, or even establishing entire teams of them, there is a wide range in the understanding the role. Given the
Trial Conversion “The Early Days” – Lean Startup Presentation
We've held yet another very interesting lean-startup meetup on Thursday to discuss free to paid conversion best practices for cloud applications. First, please find within the presentation I've used. It's a collection of many ideas we've been working on at Totango
When Not to Waste Your Time on a SaaS Sales Prospect
Anthony Iannarino’s sales blog on “All Opportunities Aren’t Created Equal” got me thinking about prioritizing your time, given limited sales and marketing resources. This is especially important for lean startups and high velocity sales businesses, where there are a relatively high number of prospects
Joel York: Why to Measure Customer Engagement in SaaS?
Joel York has written extensively about the new breed of B2B buyer and the changes to the B2B sales process, especially for SaaS products. A quick recap … The good old sales process according to Joel “The process went something like this: ask
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
Free Trial Average Conversion Rate and Other Metrics
Following Lincoln Murphy’s post on SixteenVentures.com (talking about conversion average rate for free trials, pricing pages or Freemium for SaaS or Web Apps), conversion rate average figures will do no good, as it doesn’t reflect the whole picture and usually
4 Tips to Increase B2B SaaS Sales
B2B SaaS companies increasingly rely on inside sales teams to drive growth. The model is often referred to as “Low Touch Sales” and follows this formula: Use Inbound marketing to drive Internet traffic to the site and create new leads Use an
Tools to Manage a Successful SaaS Business
Managing a Software-as-a-Service (SaaS) business isn’t trivial. Successful SaaS companies are able to deal with a high volume of leads and turn those into a high volume of loyal customers with fast response and turnaround time. This is often referred to
Making the Most of Your Metrics – Part 2
Understanding data to increase conversion rates and key business processes Last week, we established the need to measure the “right things” constantly in order to improve trial conversion. This week, we’ll discuss how those metrics can be used to actually improve
Building Enterprise Software Products That Don’t Suck
Aaron Levie, CEO and Founder of Box.net posted this excellent article on TechCrunch. I encourage you all to read it before reading onwards. Levie describes a major shift in enterprise software towards 'value to users' vs. the old 'perceived value to
SaaS on the House. A Dialog About Value.
Who doesn’t like it when the bar tender pours an extra glass of fine wine ‘on the house’? Every time it happens to me, my emotional attachment to the establishment grows, and it makes it that much more likely that I’ll