Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 91

Finance Customer Retention Sales Technology 91

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 92

E-commerce Customer Journey Map Sales Technology 92

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

Technology 105

Technology Technology Customer Retention Customer Satisfaction 105

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

Zendesk

AUGUST 4, 2021

“Is SaaS the next big thing?” Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In The golden rule of customer service? The year was 2006.

Customer Service 98

Customer Service Social Media CX AI 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Education Social Media 82

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? If not then imagine you found a SaaS product that is super easy to use and integrate. You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. Why does this matter? –

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

Start-ups 87

Start-ups CRM Sales Technology 87

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey?

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. “These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone.”

Sales 223

Sales Start-ups Customer Relationship Technology 223

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. Here’s a recap.

CX 98

CX Actionable Insights Touchpoint Technology 98

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 86

Customer Experience E-commerce Technology Technology 86

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal?

Customer Retention 93

Customer Retention Start-ups Technology Technology 93

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

Intercom, Inc.

APRIL 29, 2021

While a career in marketing wasn’t exactly in her plans (she stumbled into it by accident when she was living abroad in Paris), – her background in literature and film studies has given her an unusual perspective that encouraged her experiment with bold and new storytelling formats to drive organic growth.

Innovation 118

Innovation B2B Start-ups Education 118

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Proactively Provide Value.

NPS 118

NPS Customer Experience 118

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

Customer Journey Map 74

Customer Journey Map Sales Customer Loyalty Social Media 74

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. A prospect may also encounter your brand through word-of-mouth or a customer referral.

Customer Retention 124

Customer Retention Sales Business Growth 124

Zendesk

MAY 25, 2022

But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. Susana de Sousa spent four years working on Airbnb’s Customer Experience. and one of the powerhouses of Customer Experience.

CX 98

CX Social Media Start-ups Sports 98

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits.

Customer Retention 77

Customer Retention Innovation Technology Technology 77

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Re-tune Your Digital Engagement Strategy.

Finance 77

Finance Education Sales Technology 77

ProProfs

FEBRUARY 23, 2022

Do you ever wonder what a hosted LMS and a SaaS LMS are and how they compare against each other? These are some of the questions we answer in this blog post. For the purpose of this post, let’s focus on hosted LMS and SaaS LMS. What is a SaaS LMS? A SaaS LMS is a type of LMS based on the model of software as a service.

Education 52

Education Start-ups 52

Intercom, Inc.

DECEMBER 28, 2022

After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds. Announcing ‘The Intercom Customer Support Trends Report for 2022’. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?

Net Promoter Score 75

Net Promoter Score Start-ups Social Media NPS 75

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Touchpoint 92

Touchpoint Start-ups Customer Experience 92

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. What Is a Client Onboarding Questionnaire?

B2B 83

B2B Customer Journey Map Sales Start-ups 83

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Quick Ratio.

Net Promoter Score 61

Net Promoter Score NPS Customer Retention Customer Service 61

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Guy Nirpaz , Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”. Very well done!”.

Engineering 91

Engineering Sales Customer Experience 91

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59