Resources

Customer Success Primer Videos

Introduction to Totango

Totango Research

Annual SaaS Metrics Survey – 2011 | 2012 | 2013
State of the Profession: Customer Success  – 2013
SaaS Customer Engagement Benchmark Report – 2012
SaaS Free Trial, Freemium, Pricing Benchmark – 2012
SaaS Conversions Benchmark Report – 2012
Signup and Trial Process Benchmark Report – 2012

Infographics

Who are you, customer success professional?
2012 SaaS Metrics Survey Findings
SaaS Free Trial, Freemium, and Pricing Models
Lessons learned about user engagement
Signup and Trial Process Benchmark Findings
3 steps to higher conversions
Customer lifecycle marketing forecast

Pro Customer Playbook Course

Session 1: Free Trial Best Practices (webinar recording)
Session 2: Customer Lifecycle Marketing Tips (webinar recording)
Session 3: Customer Success Management Playbook (webinar recording)
Session 4: Renewals and Upsells Best Practices (webinar recording)

Interviews on Customer Success

“Six secrets for Customer Success Professionals” Interview series with Amy Friedman
Customer Success Forum Part 1: Customer Success Heroes and Tools 
Customer Success Forum Part 2: Customer Success Metrics and Performance 
Retaining customers in baseball, higher education, and secure networking
Customer Success Chronicles: At Eloqua, customers are customers for life 
Customer Success Chronicles: Clarizen Brings The Customer\’s Voice to the Executive Level 

Totango Collateral Resources

Customer Success Manifesto
Totango Introductory Presentation
Totango Datasheet
Totango ROI Cheat Sheet
Totango Customer Success Program Datasheet
Totango Customer Journey Mapping Workshop Datasheet

Totango Tutorials