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Totango Blog

And the winner is… Totango!

Award season is upon us and Totango emerges early as a winner in this year’s CRM Watchlist. For those who aren’t familiar with this report by Paul Greenberg, the CRM Watchlist is an impact award looking at which companies have

The Loyalty Link: Marketing to Engage and Retain

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches

Customer Success Predictions for 2015

2014 has come to an end and it’s amazing to look back and see the phenomenal growth we experienced in the customer success industry last year. Working with hundreds of SaaS companies, I personally saw customer success elevated as a

Customer Success Summit 2015 is here!

Customer Success Summit is returning to San Francisco on March 21-22, 2016. Register today! For the last two years, the Customer Success Summit has been a sold-out show, bringing together executives, thought-leaders, and practitioners of Customer Success.  Today I am

Totango Tour Stop #8 – Toronto

We had a full house in Toronto and the venue was lively with Customer Success professionals.  Guy Nirpaz, CEO & Co-Founder at Totango kicked off the session. His discussion highlighted the importance of customer value over customer management. The session

The Bastardization of Customer Success

In September, I had the privilege of meeting Josh Forman at Denver’s Customer Success Meetup event. Josh is a thought leader in Customer Success and brought forth a very interesting point of view regarding the difference between being a Customer Success

Totango on Tour – News from Vancouver

Unbounce joins Totango to talk about building a culture of customer centricity The Totango Tour traveled North to Vancouver for a night of informative sessions and great networking. The event kicked off with Omer Gotlieb, CCO and Co-founder at Totango

Customer Success and the SaaS Time Warp

Last month, I presented in a webinar hosted by CMSWire titled “Making the Customer Journey Work.” You can view the replay here. During Q&A, one participant asked a simple, yet thought-provoking, question that I think everyone in the Customer Success profession

Totango Tour Stop #6 – New York City

Stop #6 of the Totango Tour in New York City included three great speakers, a fun networking event with food and, a killer view of Times Square.  Our session, at the Resturant Above, featured Dustin Markowski, VP of Sales &

Totango Tour Stop #5 – San Francisco

San Francisco was a great stop of the Totango Tour.  A large and enthusiastic group of customer success teams came to listen to our outstanding guest speakers including Kristen Hayer of The Resumator and Roberto Jusino of Autodesk, in addition

Should Customer Success Report to the CEO?

Traditionally CEO’s have had a short list of direct reports, often splitting the responsibility of managing the executive team with the COO or President. More recently, CEO’s have expanded their staff and, with that, their direct reach into more aspects

Where Do Customer Success Teams Belong?

Recently I was interviewed by Tom Murphy for an article about Customer Success organizations and I’d like to repost my answer for you here. The question he posed to leaders of Customer Success software companies was: Should a customer success team be part of the

Totango Product Update: Customer Portfolio Management

With our new product upgrade, Customer Success teams can manage customers in a more scalable and efficient way. The Customer Portfolio Manager helps customer success managers maximize business results for their customers by prioritizing and focusing their attention on the

5 Simple Steps to Boost Retention

As more and more businesses turn toward a subscription model the emphasis on customer retention has ballooned. The need to acquire customers still exists, but the stability of a business is increasingly reliant upon building a steady stream of revenue

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