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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...
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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...
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2016 Customer Success Salary Survey & State of the Profession Report
Customer success is no longer a new revenue opportunity, it has become a requirement for any subscription business looking to remain competitive. As new teams are built and programs are scaled, we also...
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What’s Happening Behind Your Customer’s Walls?
Consider the traditional account management relationship. You call the key stakeholder at each of your accounts, you make sure things are going well, and you fix things if they’re not. Pretty simple,...
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Guest blog: A KPI Dashboard for early stage SaaS startups
Note from Guy Nirpaz, Totango CEO: Helping SaaS companies figure out the key metrics that matter is something we at Totango consider part of our mission. Over the last couple of years, I’ve had the...
View Article4th 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...
View ArticleTrue Customer Obsession – I agree with Jeff Bezos
True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer Obsession I...
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The Top 7 Churn Management Strategies for B2B Enterprises
You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the...
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10 leadership ideas to implement this week for your business (Video)
COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change. Take a much...
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Zendesk + Totango: Strengthening Your Early Warning System
Support storms are unavoidable. As your customer support team manages and resolves every issue, is your customer success team incorporating the impact of these help desk tickets into their day-to-day...
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