Why and How to Measure Customer Engagemetn in SaaS?

Joel York: Why to Measure Customer Engagement in SaaS?

Joel York has written extensively about the new breed of B2B buyer and the changes to the B2B sales process, especially for SaaS products. A quick recap … The good old sales process according to Joel “The process went something
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Presentation: Using customer analytics to increase saas revenue

Using Customer Analytics to Increase Revenues of SaaS Business

This week I was attending the Business of Software Workshop talking about Using Customer Analytics to Increase Revenues of SaaS Businesses. Using customer analytics to increase saas revenue View more presentations from Guy Nirpaz I’ve shared the presentation I’ve used
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Ways to do Cohort Analysis on SaaS Churn

3 Ways to calculate SaaS Churn (and churn cohorts)

Last week, Jason Cohen wrote a very comprehensive blog on software-as-a-service churn: Deep Dive – Cancellation Rate in SaaS Business Models. I required everybody at Totango to read this blog and recommend that you do the same. Jason looks at
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Survey Results: Which Metrics are Key to SaaS Executives?

As part of my effort to create the SaaS Executive Dashboard, which helps executives to put together their business metrics for SaaS on a single page and track them, I’ve online surveyed 522 executives at SaaS companies. The survey compiles
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Customer Success

Does your SaaS Business have a VP Customer Success?

Earlier this week, I spoke to Dave Rosenberg for his CNET Blog ‘Customer success’ VP role: To reduce SaaS churn. At Totango, we care deeply about customer engagement and customer success. We agree with Dave that with SaaS “it might
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The SaaS Executive Dashboard

Today, the Totango team is excited to announce a brand new “SaaS Executive Dashboard”. The Totango SaaS Executive Dashboard is an extension of the Totango online platform which allows SaaS teams to gain full visibility into the level of customer
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Treat Customers Based on Their Values

in Scott Gruher’s blog post on “Go to Market Strategy: How Much are Your Customers Worth?”, his recommendation is to treat customers based on their values. He suggests measuring two basic metrics: CLTV (Customer Life Time Value) and CAC (Customer
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