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Becoming customer centric at an early-stage startup

The writing is on the wall. From top venture capital firms to industry leaders, the B2B SaaS space is universally accepting more customer centric principles to proactively influence the lifetime value of the customer. With good reason. In Gallup’s “Guide

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The Business of Customer Success

Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their existing customers (customer base). I would like to offer a business perspective to organizations and

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: 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

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.

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

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

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

Becoming a customer company…wait, that’s not news!

In his recent keynote, Salesforce CEO Marc Benioff talked about “Becoming a customer company”.  His message resonates with Totango’s beliefs on customer centricity and our driving force for organizing the Customer Success Summit. For years now, we’ve all heard “The

Value is the currency of customer retention

Are you “locking in” customer retention instead of fueling it with value? I found myself nodding to this article about why customer retention should be about value.  You definitely don’t want your customers to “stay” only because they can’t leave

Customer retention is a result of loyalty and trust

This week’s roundup of Customer Retention thoughts: Customer retention is a result of loyalty and trust. Improve loyalty through anticipation to improve retention. 4 Proven ways to increase customer retention Stats already show that it’s more costly to acquire new

Totango and OVUM present: Beyond CRM – CRM Trends 2013

“Traditional CRM has run its course.” – Carter Lusher, Research Fellow and Chief Analyst, OVUM Totango and OVUM recently hosted a webinar to discuss “The Customer Adaptive Enterprise”. Carter Lusher discussed how the relationship with your customer is the most

Retaining customers in baseball, higher education and secure networking

Across industries attention is shifting from customer acquisition to customer retention. In this blog three stories about how to retain and grow customers: one from baseball, a second from higher education and lastly a story about networking gear that can tell its vendor which customers may not be getting the most out of their purchase.

4 ways to calculate customer retention

It’s important to measure what you’re trying to manage. There have been multiple opinions on which SaaS Metrics are important but the bottomline is still the same: revenue – what brings in the recurring profits? One of the biggest challenges

Totango Accelerates Revenues for Engine Yard Customers

The Totango team is excited to announce its participating in the Engine Yard’s add-ons program. Engine Yard is the leading Platform-as-a-Service (PaaS) provider. Totango provides Engine Yard’s clients a way to better monetize their applications by driving customer engagement and

6 Sure Fire Tips to Retain and Grow Customers

In the week that we also announced integration with Zendesk (see below), I wanted to remind you of the “6 Sure Fire Tips to Retain and Grow Customers” webinar where Totango will be co-presenting with Zendesk. The webinar will take place Tomorrow,

Presenting – the SaaS Resource Center

This week we’ve added a section into our website which I believe would add value to the SaaS Community – I present our SaaS Resource Center! The Resource Center is a place where we update the most important/informative/valuable articles on

The State of Customer Success Management 2012

A White Paper / Report of the Customer Success Management Initiative Webinar: Thursday; February 23rd 2012 10: AM PST   Over the past couple of years, a new position has been showing up in the open job listings throughout the

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