Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Guy Nirpaz | January 31, 2012 | Learn about user engagement from one million businesses Today, I’m happy to announce that Totango has analyzed the customer engagement and optimized the sales and customer success interaction with more than one million prospects! We sure learned a lot from our beta stage and this is the place to thank all our wonderful customers who were taking part of our beta stage. Out of the massive data we’ve gathered, here are 4 main conclusions that could help sales and customer success teams to understand where to focus in order to increase revenues: from new sales, expansion sales and renewals. Free trial users who are still active during day 3 of their trial were 4 times more likely to convert into paying users than the average customer What can I do with that information? SaaS sales teams could use this insight by focusing their time and close more deals Active trial users who were contacted by a sales rep were 70% more likely to buy the paid service than those who weren’t What can I do with that information? This proves that timely and contextual engagement with prospects results in more sales A full half of paid SaaS customers log in less than once a month or do not use their paid service at all. Another 19% is using their paid service less than once a week. Only 14% of paid customers use their service weekly and only 17% use it daily What can I do with that information? Have customer success team focus on the non-active paid users and the sales teams to focus on the frequent users to increase upsell Most cancellations were preceded by a period of non-use What can I do with that information? SaaS customer success teams could use this insight to configure alerts for inactive users and to pro actively reach out to these customers and offer help Click to Tweet this Infographics Embed this infographic on your site <br /> <a href=”http://blog.totango.com/2012/01/totango-analyzed-engagement-and-optimized-sales-with-over-one-million-businesses/” _mce_href=”http://blog.totango.com/2012/01/totango-analyzed-engagement-and-optimized-sales-with-over-one-million-businesses/”><img title=”4 Conclusions from Totango Aggregate Customer Analysis – Infographic” src=”http://blogtotango.wpengine.com/wp-content/uploads/2012/01/PR-Infographics1.jpg” _mce_src=”http://blogtotango.wpengine.com/wp-content/uploads/2012/01/PR-Infographics1.jpg” alt=”4 Conclusions from Totango Aggregate Customer Analysis – Infographic” width=”600″ /><br /> </a><a href=”http://www.totango.com” _mce_href=”http://www.totango.com”>Totango – Real Time Customer Engagement for SaaS and Web App</a><br /> Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,858 views The difference between Customer Success Managers and Account Managers 12,932 views Your 90 day plan as a new VP of Customer Success 5,496 views Guy Nirpaz Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges. Pingback: New Customer Health Dashboard to Easily Monitor Customer Success() Pingback: Quora() Pingback: Quora() Pingback: Quora() You might also like You might also likeWho’s in customer success?Growth Hacking with User BehaviorCustomer Success – The Farming Paradigm (With Gifs!) BACK TO BLOG | NEXT ARTICLE 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.