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Totango Blog

Goals, Metrics, and How to Succeed in Customer Success

We had a great turn out at last night’s Customer Success Meetup. In addition to networking, we had sessions led by Kristen Hayer, CEO at The Success League and Guy Nirpaz, CEO at Totango. Each presentation was followed by great questions from the audience and a lively discussion.

7 Steps to Scale Customer Success

Customer Success Summit is returning to San Francisco on March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For SaaS and

Is it hot in here or is it just Customer Success?

Meetups are fun – a mix of professional networking, some necessary unwinding, and some cold beverages…especially if the A/C is broken. In our first in-office event, we definitely learned a few things about our new location. Ventilation aside (which won’t happen again), we have a really cool space for customer success meet-ups and located in a really good spot on the Peninsula (or so we heard). San Mateo with lots of parking – what could be better?

New Release: The top 3 ROI metrics Customer Success needs to track

The holy grail of customer success is to easily prove the “value” or results that your customers get with your products. According to a survey of B2B buyers by IDC, “81% of buyers expect vendors to quantify the business value of proposed solutions” (IDC Survey of B2B Buyers, 2010). Yet, the most common way for SaaS businesses to show that value is by using a combination of metrics that only skim the surface (e.g., number of logins in the last month or time per user in the app) along with subjective satisfaction metrics.

Is your Corporate Culture the Culprit?

Use design thinking to ignite creativity and drive customer success Part of the Customer Success Summit On-Demand Series In today’s world customer experience is everything. More important than cost, more important than features, if you’re not ensuring great experiences then

A CCO’S Framework for Customer Success Maturity

Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand what maturity stage you are at so that you can understand how to move forward. Figure out where your are with their current strategy and what you need to do to move to the next level.

2015 Customer Success Salary Survey

It’s that time again, time for the 3rd annual Customer Success Salary Survey. This report analyzes Customer Success compensation trends over the 3 years and takes deeper look into their challenges facing Customer Success teams across the industry. To take part, please complete the survey

Totango for the Win!

There’s been a lot to celebrate around the Totango office of late and it seems that the accolades are only just beginning. In the course of the last 2 months, Totango has won 2 awards and has been announced as

Totango Through the Years

Today is a big day for all of us here at Totango because the company officially turns 5 years old! That’s 5 years providing data and insights that help companies drive their customers to success and it’s been one hell

Building Out a Comprehensive Health Score

Part of the Customer Success Summit On-Demand Series Defining your customer health is one of the first activities that every Customer Success organization must do, but it is also one that is never really complete. Every time a customer churns or

Customer Success Reimagined

When you’re in an industry that has completely taken off, sometimes you need to take a step back and say, “what were we trying to accomplish in the first place?” Customer Success as a whole has certainly skyrocketed across SaaS

Customer Success: Play to Win

Part of the Customer Success Summit On-Demand Series Customer Success is taking off and has grown beyond being just a function within many organizations. For the last couple of years the industry has gone through several phases of understanding. First looking at why

Super Users and the Membership Economy

Part of the Customer Success Summit On-Demand Series What is a Super User? That customer that knows your product well, they use it often and they share that drive and passion with other people. With today’s  subscription businesses these users are

Bringing Mobility to Customer Success

Mark Zuckerberg used to famously gather employees of Facebook in order to celebrate product achievements and proclaim that at any given point in time, Facebook was only 1% done. Done in the sense of achieving their mission “to give people

Nominate your Customer Success Heroes!

Just because the Oscars are done, doesn’t mean award season is over. We’ve just opened up nominations for the 2nd Annual Customer Success Hero Awards for both individuals and teams! The Customer Success Hero Awards are industry awards that recognize

Building an Early Warning System

Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so

Inspiration for a Customer Centric Org

It is becoming more and more accepted that customer success has to be more than just a function, it needs to be a company wide mantra. Putting customers first is now a core tenant of almost any SaaS or subscription business today.

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