Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Guy Nirpaz | December 26, 2012 | 2012 Looking Back: Totango, a year of immense growth Now that we’re certain the world hasn’t ended…happy holidays from Totango! It’s been quite a year for us. We finally came out from beta towards the end of January and in September, Forbes reported on our amazing growth: 100 customers and 10 million users in just nine months! This is what we learnt in 2012: The user era is really happening. Unfortunately most software companies are not ready. Software is changing the world and the world of software is changing: 61% of SaaS companies have a try before you buy model (free trial, freemium) 44% of software companies (and growing) have land and expand business models 61% of software revenues comes from existing customers 68% of SaaS executives are unhappy with their current “customer acquisition focused” metrics Where software companies are falling behind: 70% have no idea what users do during the free use period For most companies free-trial-to-paid-user conversion is less than 15% 50% of paying SaaS users are not using the product they paid for (a $750 billion loss in value) Only 21% of the marketing budget goes to existing customer marketing 57% of SaaS companies will implement more “customer centric” measures in 2013 What can you do? Customer Journey Mapping will be the next big strategy that online and SaaS businesses are going to adopt to understand and effectively optimize customer interactions. Maybe you’ve already noticed the new tagging and triggering features on the latest version of our platform. Now you can trigger the right action for the right customer at the right time. Companies with a try before you buy, high-velocity sales model have a valuation up to 20x greater Customer centric companies have per customer growth rates that are 20x greater Personalized marketing campaigns are 4x more effective and yield in 40% more revenues We interviewed industry Customer Success leaders Interview series with Amy Friedman, Customer Success Profession Customer Success Forum Part 1: Customer Success Heroes and Tools Customer Success Forum Part 2: Customer Success Metrics and Performance Customer Success in Baseball, Universities and Hardware Companies Customer Success Chronicles: At Eloqua, customers are customers for life Customer Success Chronicles: Clarizen Brings The Customer’s Voice to the Executive Level Customer Success Chronicles: Enterasys empowers every touchpoint with the opportunity to delight and deliver value We hosted a number of webinars Customer Journey Mapping (KJR Associates) Customer Engagement Plays Proven To Boost Customer Success Results (BlueJeans Network, Clarizen) Customer Growth Lessons for Software and Internet companies (Aberdeen Group) The Customer-Adaptive Enterprise (OVUM) 6 surefire tips to retain and grow customers (Zendesk) As the year end nears, why not get a free “Revenue at Risk” assessment for your company? See what you could be doing differently to improve your current engagement strategies, just in time for your New Year’s Resolutions. Have a happy new year! 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. You might also like You might also likeTotango: Newly released usage stream visualization feature8 Pro Customer Company videos you don’t want to missNew Totango feature: Know your users, search by user to understand activities 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.