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Zuora’s Customer Success Blueprint

One of the most engaging sessions at the Customer Success Summit 2014 was given by Tien Tzuo, founder and CEO of Zuora (the subscription billing company). Tien brilliantly described the process Zuora went through as a company by identifying customer
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customer-experience

Improving the Customer Experience: The Processes and Emotional Aspects

The answers lie in cold hard data, but the execution requires a more human touch. For businesses to improve the customer experience, two dimensions must be considered: the business processes and the emotional aspect. The data driven methodology This process
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5 ways to level up customer loyalty

Customers are your superstars because in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in Entrepreneur magazine: Shift the focus from customer attraction to customer satisfaction — it all starts
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customer service could help you generate leads

3 Strategies To Turn Customer Service Into Your New Lead Generator

Generating leads is always a main objective for marketing and probably the first idea that comes to mind for bringing in new business for your company – we’re always trying to figure out how and it’s not always the easiest.
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SaaS Best Practices: Measuring Trial Conversion Rates – Part 1

SaaS Best Practices: Measuring Trial Conversion Rates – Part 1

Defining an active user and setting a baseline   Over the next few weeks, Totango will be posting a blog series on best practices for measuring conversion rates of trial usage for Software-as-a-Service (SaaS). Trial conversion is arguably the single
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