3 revenue resources to optimize for SaaS companies to maximize growth
During the early stages of SaaS companies, their primary focus is to grow the user base and start building revenue momentum from there. This is only sustainably profitable if those customers stay,...
View ArticleCustomer Health Score and Your Salesforce Dashboard (video)
Here’s a real-life example of how Clarizen combines Totango customer health insights and their Salesforce dashboard to create a 360-degree view of their customers. Yes you can pull data from Totango...
View ArticleCustomer Journey Mapping For SaaS Companies: New Strategy To Drive Growth
Totango announces research into customer marketing practices, a new version of its customer engagement platform and Customer Journey Mapping for SaaS workshops Dec 06, 2012 – Palo Alto, CA — Totango...
View ArticleHow many customers can (should) a customer success manager be responsible for?
We’ve been asked a lot how many accounts a customer success manager (CSM) should handle and what is the right number of customer success managers to have? There have been discussions on LinkedIn trying...
View ArticleImproving the Customer Experience: The Processes and Emotional Aspects
The answers lie in cold hard data, but the execution requires a more human touch. For businesses to improve the customer experience, two dimensions must be considered: the business processes and the...
View ArticleWhat are your customer engagement efforts supposed to accomplish?
KarmaCRM says proactive listening has several goals throughout the customer engagement cycle: To remain in contact with customers–following through on issues is part of the customer service process,...
View ArticleEXCLUSIVE REPORT: Customer Intelligence for Software Companies
We wrote earlier about Aberdeen’s groundbreaking research into the value of customer intelligence: companies which use customer analytics in their customer facing business processes see 3x greater...
View ArticleValue 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...
View ArticleCustomer Growth Lessons for SaaS Companies Visualized (infographic)
Customer analytics help software companies see better retention rates and easily identify at-risk accounts. Totango partnered with Aberdeen to give you 10 recommendations and some interesting stats...
View ArticleCustomer Retention Guest Blog: Three Loyalty Moments
I spent my formative years at Hewlett-Packard, an engineering-driven company that believed great products sell themselves. But after several years running operations in the hypercompetitive luxury...
View ArticleTop 10 Tweets From Marketo User Summit Day 2 #mus13
Caught between catching up on Sales 2.0 Conference tweets and Marketo User Summit tweets? Check out our recap from yesterday on the Sales 2.0 conference – loads of great insight! Today, we put a focus...
View Article5 reasons to attend the Totango Pro Customer Playbook training course
What is the Pro Customer Playbook Course? It’s a 4-part training webinar series on how to become a Pro-Customer Company, a company that is customer centric and maximizes revenues from new and existing...
View ArticleJeff Bezos is the new and improved Steve Jobs
Where Steve Jobs was fanatical about product design, Jeff Bezos, Founder and CEO of Amazon, is fanatical about customer experience. I was really inspired by Jeff’s recent letter to his shareholders. He...
View ArticleThe big sales and marketing divide, tools to bridge the gap
I wanted to share this great infographic that just came out this morning from our friends at KnowledgeTree on sales and marketing friction points. It all started when their CEO Daniel Chalef wrote...
View Article4 ways companies have implemented customer success into their business
Not all Customer Success teams start off fully organized before they are implemented. It would be nice to have a plan all laid out but sometimes it’s better to just get started. At the Customer Success...
View Article5 things you need to know if you have a subscription based company
These days, where the customers have been crowned as kings and set the “rules of the game”, we see many companies that have adjusted towards reality and offer their services not only as a free trial...
View ArticleFrom CMO to Chief Customer Experience Officer – shifting gears to meet...
HP recently announced that they were transitioning their latest CMO, Marty Homlish, and fitting him into a new role of “Chief Customer Experience Officer”. This role will focus on driving more...
View ArticlePro Customer Company is all about value
The SaaS industry is going through a revolution that has to do with placing the customer at the heart of the company. We call it the Pro-Customer revolution. Pro-Customer companies see their customers...
View ArticleTop Tweets from #subscribed13 Day 1
Here are some of my favorite tweets from Day ONE of today’s events. “Lines between #B2C and #B2B are blurred. We live in a world of #B2Any” @tientzuo #subscribed13 — Nate Gemberling (@ngemberling)...
View ArticleWhy I think the “Internet of Customers” resonates better than Benioff’s...
The holy grail of the “internet of customers” is knowing which customer needs your attention and why. Back in March during Salesforce’s Customer Company Tour, I had posted that Marc Benioff got it...
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