Totango Blog: Your Guide to Managing the Customer Journey

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3rd Annual SaaS Metrics Report: Underscoring the need for Customer Success

As 2013 comes to a close, we wanted to leave you with the results of our 3rd annual SaaS metrics survey on the key performance indicators used by SaaS companies to run their business. This year our survey brought in …

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2013 State of the Profession: Customer Success (report + infographic)

Today I’m very excited to release our 2013 benchmark report on the State of the Customer Success Profession. The detailed report covers the average customer success professional profile, compensation structure, challenges faced, tools used, and an update on where the Customer …

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 …

How customer centric are you? Take the survey to find out (and a chance to win an iPad mini)

We’ve said time and time again that in the Customer Era, the whole dynamic and interaction model between vendors and users have changed. Most revenues now come from repeat business and enduring customer relationships. Companies must become customer centric in …

5 statistics on customer marketing that may surprise you (and infographic)

At the Good to Great Marketing Nation event last week with Marketo, we conducted a survey with 75 marketers regarding their customer marketing initiatives. It was a pretty successful event and marketers were drawn in by our messaging on listening-understanding-engaging.…

4 tips to a happier and more effective trial process

Have you checked out our Signups and Trial Process Benchmark Report yet? We audited 10 popular web-based apps on their user experience and how in-tune they were with folks that sign up. Now we’re offering 4 tips to a happier …

5 ways to a happier and more productive signup process

In our latest Signup and Trial Process Benchmark Report we audited 10 popular web-based applications to find out for ourselves how users experience signups and trials. From our results, we wanted to share some tips on how to make your …

Signup and Trial Process Benchmark Report: The Good, The Bad, The Ugly

How many times have you abandoned a signup process because it took too long, required too much information, didn’t work or was counterintuitive? We wanted to analyze how other web-based applications were faring in their signup and trial processes, then …

3 revenue resources to optimize for SaaS companies to maximize growth

During the early stages of SaaS companies, their primary focus is to grow the user base and start building revenue momentum from there. This is only sustainably profitable if those customers stay, renewal after renewal or upgrade. Obtaining new customers …

3 Steps to Higher Conversions With Happy and Engaged Users (Infographic)

In our 2012 SaaS Conversions Benchmark report, we concluded that happy and engaged users result in more conversions. Our report showed that Best-in-Class SaaS companies had an overall 2% trial-to-paid-to-retained conversion rate compared to the average rate of 0.6%. What …

2012 SaaS Metrics Survey – The Questions!

It’s that time of year to invite the SaaS community to participate in our second annual SaaS Metrics Survey. Last year we had over 522 executives at SaaS companies participate and contribute to our widely popular report. The goals of …