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Top 3 lessons learned from building today’s best in class customer success
At Totango we’ve worked with over 200 customers of all sizes to help design, build and deploy best-in-class customer success management programs for their organization. Customer success management...
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...
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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...
View ArticleAnd 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...
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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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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...
View ArticleSuper 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...
View ArticleCustomer 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...
View ArticleThe 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,...
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New Release: The top 3 ROI metrics Customer Success needs to track
The holy grail of customer success is to easily prove the “value” or results that your customers get with your products. According to a survey of B2B buyers by IDC, “81% of buyers expect vendors to...
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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,...
View ArticleUnderstanding Early Warning Systems for Customer Success
Early warning systems are at the heart of any modern Customer Success platform. An Early Warning System (EWS) is comprised of four different components: sensors, event detection, decision support, and...
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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 ArticleTotango Hosts Interactive Lunch for Customer Success Thought Leaders in NYC
Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing...
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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