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Marketing and Customer Success Team Up to Take Down Churn

Bigcommerce leverages marketing and customer success to drive integration, automation and increased customer retention.

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Super Tools, Super Processes, or Super Awesome CSMs?

There’s a lot of talk about the best approach to Customer Success. What platform to use, what process to follow, which playbook to instrument. The list goes on and on as there is no simple answer, and as they say – there are many ways to skin the cat.

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Is it hot in here or is it just Customer Success?

Meetups are fun – a mix of professional networking, some necessary unwinding, and some cold beverages…especially if the A/C is broken. In our first in-office event, we definitely learned a few things about our new location. Ventilation aside (which won’t happen again), we have a really cool space for customer success meet-ups and located in a really good spot on the Peninsula (or so we heard). San Mateo with lots of parking – what could be better?

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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 quantify the business value of proposed solutions” (IDC Survey of B2B Buyers, 2010). Yet, the most common way for SaaS businesses to show that value is by using a combination of metrics that only skim the surface (e.g., number of logins in the last month or time per user in the app) along with subjective satisfaction metrics.

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Is your Corporate Culture the Culprit?

Use design thinking to ignite creativity and drive customer success Part of the Customer Success Summit On-Demand Series In today’s world customer experience is everything. More important than cost, more important than features, if you’re not ensuring great experiences then
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From the Beginning: Customer Success at Early Stage Start-ups

Part of the Customer Success Summit On-Demand Series Sometimes Customer Success is seen as a function for established organizations, but in reality sometimes it can be more important for startups. Ari Klein, Head of Customer Success at DocSend, believes that your
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A CCO’S Framework for Customer Success Maturity

Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand what maturity stage you are at so that you can understand how to move forward. Figure out where your are with their current strategy and what you need to do to move to the next level.

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Mapping your Customer Journey: The Organizational Exercise you Must Do

Mapping your customer journey allows you to understand exactly the steps your customers need to complete in order to be successful and let’s you put in processes and programs to help them stay on track.

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The ‘Blowfish Effect': Look like a Big Fish in a Big Pond

While it’s not easy, there are small companies out there who look like big fish in a big pond by differentiating themselves based on customer service. Today, in many of the most crowded industries customer’s are actually choosing solutions not based on cost, but based on great customer experience.

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3 Non-Negotiable Traits for your First Customer Success Manager

Your first Customer Success Manager can make a huge impact on your business. Here are the top traits you should look for in your first hire to help drive success and create a company culture, both externally and internally.

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2015 Customer Success Salary Survey

It’s that time again, time for the 3rd annual Customer Success Salary Survey. This report analyzes Customer Success compensation trends over the 3 years and takes deeper look into their challenges facing Customer Success teams across the industry. To take part, please complete the survey
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Totango for the Win!

There’s been a lot to celebrate around the Totango office of late and it seems that the accolades are only just beginning. In the course of the last 2 months, Totango has won 2 awards and has been announced as
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Totango Through the Years

Today is a big day for all of us here at Totango because the company officially turns 5 years old! That’s 5 years providing data and insights that help companies drive their customers to success and it’s been one hell
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One Ring to Rule them All: Customer Success Metrics

Part of the Customer Success Summit On-Demand Series We’ve all had those experiences when buying a software solution that are so bad they make you want to pull your hair out. Harassing sales calls, lack of help when you need
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Building a Product with your Customers in Mind

Part of the Customer Success Summit On-Demand Series When we talk about Customer Success most of the time you think of your Customer Success team, but in many cases driving value comes long before the account management phase, it actually
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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
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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,
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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
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3 questions every new VP of Customer Success should answer

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 being defined often has more questions than answers. For VPs of Customer
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Customer Success Reimagined

When you’re in an industry that has completely taken off, sometimes you need to take a step back and say, “what were we trying to accomplish in the first place?” Customer Success as a whole has certainly skyrocketed across SaaS
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The Art and Science of Customer Experience, Growth and Segmentation

Part of the Customer Success Summit On-Demand Series One of the biggest challenges Customer Success organizations face as they grow is how to manage all their customers.  A growing customer base presents several challenges, especially if you have a wide range of
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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
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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
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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
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The Totango Mobile App is a Winner!

When we released our Totango mobile app back in March we knew it was going to be big, so we’re very excited that the industry sees it that way too! Today, SIIA announced the winners for the NextGen Awards in
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Zen and the Art of Customer Relationships

Part of the Customer Success Summit On-Demand Series In the world of SaaS and subscription business, companies live and die on based on their customers. This is why it’s more important than ever to make sure we are working to win
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Energy, Innovation and Celebration: Customer Success Summit 2015

These were the three words used to describe the annual Customer Success Summit which took place in San Francisco last week. I want to start off this post saying thank you. Thank you to all of the attendees, speakers, sponsors that made is the best Customer Success event to date.

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Your 90 day plan as a new VP of Customer Success

Congratulations! You’ve just been appointed as a new VP of Customer Success. Now what?

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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 achieving their mission “to give people
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My top 10 sessions for Customer Success Summit

The count down is on and believe it or not the Customer Success Summit is less than 3 weeks away! If you’ve been following along with the news you know that this event is going to be BIGGER and BETTER
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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
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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 and Workday, and more recent IPOs such as Box.
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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
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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
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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.
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Why I’m sending my entire team to the Customer Success Summit and why you should too

Written by Mark Fordham, VP of Services at Central Desktop. Customer Success as an industry is still growing and opportunities to discuss it and meet others in it are few and far between. That’s why I make it a point to
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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
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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
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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
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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 customer success elevated as a
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