blog

3 Things Customer Success Management Is NOT

What is the best way to manage your customers? It’s the billion dollar question that subscription businesses want to know. As customer success continues to grow, it is important to take a critical look at common management frameworks and evaluate
Continue Reading…

process

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
Continue Reading…

codie

Totango Named a Finalist in Three Categories for 2016 CODiE Awards

The SIIA recently announced that Totango has been named a finalist for the 2016 SIIA CODiE Award in the following categories: Best Customer Success Management Solution, Best Customer Relationship Management Solution, and Best CRM Mobile Application. Totango is incredibly honored
Continue Reading…

afdfijwjf

Introducing “Farm Don’t Hunt: The Definitive Guide to Customer Success”

I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written this book as a very practical guide to business and team leaders who deal with
Continue Reading…

Campaign Monitor

Congratulations to the 2016 Customer Success Hero Award Winners

Huge congratulations are in order for this year’s customer success heroes! Every year, the most trailblazing teams and individuals in the industry are recognized at the Customer Success Summit with the esteemed Totango Customer Success Hero Award. This year saw
Continue Reading…

Enterprise edition image

New Totango Enterprise Edition Transforms Business by Managing Customer Success at Every Level

It’s an exciting day for Totango! Our Customer Success Summit is in full swing at the Westin St. Francis in San Francisco.  But personally, I am most excited about a very special product announcement. Today, we announced Totango Enterprise Edition,
Continue Reading…

iphone-4-closeup copy

Easy-to-miss customer success blunders that can cost you customers

In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success.   If you have ever dealt with customers before, you have inevitably faced a situation which made you
Continue Reading…

speakers_insta_1

Explore the Customer Success Summit 2016 Agenda – Live Now!

Customer Success Summit is fast approaching. This year’s conference will be the biggest yet, featuring over 80 industry-leading speakers and more than 65 sessions in just two days. No matter where you are on your customer success journey, make sure
Continue Reading…

rev-center1

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
Continue Reading…

customercentricblog

Becoming customer centric at an early-stage startup

The writing is on the wall. From top venture capital firms to industry leaders, the B2B SaaS space is universally accepting more customer centric principles to proactively influence the lifetime value of the customer. With good reason. In Gallup’s “Guide
Continue Reading…

running-573762_960_720

Resolution #7: Just get up and run! (With a customer success platform, that is)

A new year, a new start! We continue our blog series with our final blog of the series, Resolution #7: Just get up and run! (With a customer success platform, that is).  Check out all 7 New Year’s Resolutions that will change
Continue Reading…

photo-1423666639041-f56000c27a9a

Tying Marketing to Business Outcomes

Microsoft and the CMO Council recently released a whitepaper suggesting that marketers are moving away from digital campaign metrics (e.g. clicks, views) and beginning to invest more resources on metrics related to financial performance and business outcomes. It also offers
Continue Reading…

383928_349066_1427406877965

5 Reasons Customer Success Summit is Ideal For Marketers

The Customer Success Summit is the must-attend event for customer success. It’s the opportunity for thousands of SaaS professionals to meet in downtown San Francisco and discuss best practices in driving customer adoption and advocacy, improving customer retention, and maximizing
Continue Reading…

Image 1

Three Reasons to Attend the 2016 Customer Success Summit

The Customer Success Summit (March 21-22) brings thousands of SaaS professionals together at the Westin St. Francis in San Francisco. This year’s theme is mastering the business of customer success — how you can impact your customers’ business outcomes; how
Continue Reading…

SaaS Metrics Title Page

5 Key Takeaways from this year’s SaaS Metrics Survey

    Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators
Continue Reading…

Ryan Gosling for Customer Success

7 Reasons to Date a Customer Success Manager

There is something about customer success managers. Maybe it’s the fact that they are trailblazing in a relatively new career field. Or maybe it’s their patience with customers. It might be that you are still kind of unclear on what
Continue Reading…

Couple_01

Resolution #6 Be a better partner! (Add meaning and relevancy to your relationships)

A new year, a new start! We continue our blog series with Resolution #6: Be a better partner! (Add meaning and relevancy to your relationships).  Check out all 7 New Year’s Resolutions that will change your Customer Success world for the better! Resolution
Continue Reading…

successbeatipad-01-1

Putting customer success in the hands of your customers with SuccessBeat reflection tool

Enterprise SaaS solutions have borrowed heavily from popular consumer apps and services.  Old-school, stodgy account management practices are out.  Personalized, interactive user engagement is in. Learning from the pioneers Ten years ago, Salesforce was probably the first enterprise software vendor
Continue Reading…

hero-image2

Nominations for the 2016 Customer Success Hero Awards Are Now Open!

We are excited to announce that nominations for the 3rd Annual Customer Success Hero Awards are now open! The Customer Success Hero Awards recognize individuals and teams that are raising the bar for customer success. Awards are presented at the
Continue Reading…

increase-freemium-conversions

Resolution #5: Make more money! (Improve freemium conversions)

A new year, a new start! We continue our blog series with Resolution #5: Make more money! (Improve freemium conversions).  Check out all 7 New Year’s Resolutions that will change your Customer Success world for the better! Resolution #5: Make more money! (Improve
Continue Reading…

Get-healthy

Resolution #4: Get in shape! (Cut churn with data-driven analytics)

A new year, a new start! Wish your company could make improvements to your customer success program in 2016? We have 7 New Year’s Resolutions that will change your Customer Success world for the better! Resolution #4: Get in shape! (Cut churn
Continue Reading…

Decisions

Resolution #3: Meet Mr./Mrs. Right! (Don’t settle on poor data)

A new year, a new start! Wish your company could make improvements to your customer success program in 2016? We have 7 New Year’s Resolutions that will change your Customer Success world for the better! Resolution #3: Meet Mr./Mrs. Right!
Continue Reading…

consistent-customer-experience

Resolution #2: Be more reliable! (Deliver consistent customer experiences)

A new year, a new start! Wish your company could make improvements to your customer success program in 2016? We have 7 New Year’s Resolutions that will change your Customer Success world for the better! Why you need this Resolution:
Continue Reading…

AAEAAQAAAAAAAAVKAAAAJDNmMTFmZWNhLTUyYTEtNDMzMC1hODQ0LWYzOWRkNTI0ZjM5Zg

Customer Success – 8 Ways To Drive More Interest From Investors

Forbes recently published an article that I wrote with Lawton Ursrey highlighting the positive effect customer success can have on growth stage businesses. Forbes Article Link Here is an excerpt from the article: By widening your focus beyond just new sales
Continue Reading…

i-741498_960_720

Customer Success Resolution #1: Find your Cool Factor! (Know the Secret Sauce of your Product)

A new year, a new start! Wish your company could make improvements to your customer success program in 2016? We have 7 New Year’s Resolutions that will change your Customer Success world for the better! We are kicking it off
Continue Reading…

new-years-eve-951749_960_720

Ring in the New Year with these Customer Success Resolutions!

A new year, a new start! Time to set goals to challenge both yourself and your team to deliver more value to your customers in 2016. We have 7 New Year’s Resolutions that will change your Customer Success world for
Continue Reading…

383928_400898_1427255663712

Customer Success Summit: First 100 Tickets Sell Out in One Week, Send Your Team and Save!

The 4th Annual Customer Success Summit is coming back to San Francisco, March 21-22, 2016. Our Kick-Off promotion sold out in just one week, but you can still save over 35% when you buy an Early Bird Ticket. Since the
Continue Reading…

unnamed-1

6 Things you should know about Customer Success

There has been a positive shift in the Customer Success market over the past few years which is exciting and encouraging for teams that have decided to support a “Customer First Approach.” Many companies are now realizing the importance of retaining customers and have publicly committed to invest in customer success.

Cover-photo

Rain or Shine – The Customer Success Roadshow Continues in New York City

It may have been stormy, but that didn’t stop New York City Customer Success professionals from heading out to the exclusive Norwood Club for a night of learning, networking, and a lot of fun. With drinks in hand we headed
Continue Reading…

Email image

New Release: Measure the impact and performance of your customer success team

Your customers are going through a journey with you and your customer success managers play an important role in how they experience the journey. The renewal (and the upsell) is merely the outcome. So how do you make sure that your customer success team is making the required impact along the way? How can you tell which customer success managers are doing well, or not so well, relative to others?

Customer Success Business

The Business of Customer Success

Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their existing customers (customer base). I would like to offer a business perspective to organizations and
Continue Reading…

image-3

The Customer Success Roadshow Continues in Austin, TX

As a part of the 2nd annual customer success roadshow, we returned to Austin to gather the best and brightest customer success professionals in the area, for an evening of learning and fun. Before networking over some delicious food and cocktails, we featured three amazing speakers to present the sessions:

screenshots

New Release: Automate customer communications with Customer Success Campaigns

Customer Success Campaigns is a simple, intuitive, and scalable way to automatically engage with every single user in your customer base with the right message at the right time based on their behavior and actions. This is something that traditional marketing systems are unable to do. Campaigns takes Totango’s powerful analytics capabilities and enables you to create precise user and account segments to target with messages and content that will drive desired business outcomes.

free_vector_of_the_day_270__key_to_success_concept_by_cristina012-d5wkt28

Business is Changing: 3 New Roles to Fill in the Gaps

No matter what industry your business operates in, now is a critical time to keep on your toes. Across sectors as varied as retail, hospitality, finance, and transportation, technological developments and new business models are changing the game – forcing management teams to rethink the longstanding strategies on which they built and grew their companies.

Screen Shot 2015-09-01 at 3.36.47 PM

4 powerful Customer Success questions that saved a $100,000+ account

In this guest blog, Alex McClafferty, Partner at Glide Consulting shares 4 important questions to help you rescue customers from churning. By asking all 4 questions to customers you can identify the problem, understand what is needed for a solution, and see the potential of maintaining the relationship.

IMG_2120

Building a culture of customer success through process and alignment – talking shop in Boston

We had a great time getting to meet Customer Success teams in Boston last week. Lindsay White from Swipely, Mike Provenzano from InsightSquared, and Anaal Patel from Totango presented about creating a culture of customer success through process and alignment. Click through to see their presentations and learn more about the event.

Screen Shot 2015-08-10 at 1.13.46 PM

Introducing the definitive guide to buying a Customer Success Platform

Thinking of buying a Customer Success Platform? If so, you’ll want to read this guide. The right platform will provide unprecedented visibility into your customers, opening up new opportunities – and smarter ways – to understand them.

However, not all customer success platforms are created equally. Use this buyer’s guide to fully equip yourself with the information you need to make the right decision.

image16

Goals, Metrics, and How to Succeed in Customer Success

We had a great turn out at last night’s Customer Success Meetup. In addition to networking, we had sessions led by Kristen Hayer, CEO at The Success League and Guy Nirpaz, CEO at Totango. Each presentation was followed by great questions from the audience and a lively discussion.

crowd

7 Steps to Scale Customer Success

Customer Success Summit is returning to San Francisco on March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For SaaS and
Continue Reading…

Let's stay in touch!

​​We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.