The Totango Mobile App is a Winner!
When we released our Totango mobile app back in March we knew it was going to be big, so we’re very excited that the industry sees it that way too! Today, SIIA announced the winners for the NextGen Awards in Mobile and Totango won the award for Most Disruptive. The NextGen Awards are presented to innovative companies from each sector within the technology arena defined by the SIIA. The accept submissions from all sorts of technologies and then companies are given the chance to validate their place in the market, gain access to industry leaders and receive expert advice along the…
Super Users and the Membership Economy
Part of the Customer Success Summit On-Demand Series What is a Super User? That customer that know 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 more important than ever for driving your product forward because not only do they bring you more users, they also provide valuable insights and feedback into your product that can help you improve. In her session at the Customer Success Summit, Robbie Baxter, Author of The Membership Economy, walks through how to identify these users, why they are so important to your business and how you can cultivate even more of them. Three defining characteristics of a super user: They know and love…
Customer Success the Next Generation: What is the Final Frontier?
Part of the Customer Success Summit On-Demand Series Over the past 5 years, Customer Success has become a recognized philosophy in almost all SaaS and subscription businesses today. Now that we’ve moved from infancy towards maturity, how will the industry continue to evolve? Will the customer success function grow or will it be absorbed into other parts of the organization? At the Customer Success Summit in San Francisco we gathered together four CEOs from different SaaS organizations to…
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 we need customer success, then to what is customer success and finally now to how do we go about implementing best in class customer success. In this new phase where we talk about how to implement best in class Customer Success, what we really must ask ourselves is what are we trying to accomplish? What is the end game that we are striving for? In a recent study, what was found is that for …
The Art and Science of Customer Experience, Growth and Segmentation
Part of the Customer Success Summit On-Demand Series One of the biggest challenges Customer Success organizations face as they grow is how to manage all their customers. A growing customer base presents several challenges, especially if you have a wide range of customer size, scope and revenue. One common strategy is to divide that customer base into distinct segments, each with its own profile of needs, activities and metrics. In his session at Customer Success Summit Joel Knight, Senior Director of Customer Experience at WP Engine talked through some best practices for a implementing a…
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 and subscription businesses. Five years ago if you said you worked in Customer Success people would have looked confused, fast forward only a couple years and now you can find VPs of Customer Success and Chief Customer Officers in the majority of SaaS organizations. As the market has grown and matured, what has consistently bubbled to the top is…
3 questions every new VP of Customer Success should answer
Part of the Customer Success Summit On-Demand Series Starting a new job anywhere can be a challenge, but starting a new job in an industry that is still being defined often has more questions than answers. For VPs of Customer Success the first 90 days in the role are critical for ensuring long term success, but it often feels like there is so much to do that you don’t know where to start. At Customer Success Summit Stephanie Schatz, SVP of Sales and Customer Success at Xamarin, took the time to outline three key questions that every new VP of Customer Success should tackle in the first 90 days. Watch the full session from Customer Success Summit. Here are the three questions every new VP of Customer Success …
The 3 Pillars of Customer Success: Culture, Technology and Health
Part of the Customer Success Summit On-Demand Series Depending on the company, Customer Success can be implemented in any number of ways. Small companies, large companies, B2B, B2C, high-touch, low-touch, all sorts of organizations approach this challenge with a myriad of different solutions. Despite all the different approaches, there are 3 areas that every company should look at to evaluate and optimize their Customer Success strategy: Employee Engagement, Technology, and Health. In his session at Customer Success Summit 2015 Jeff Can, Sr. Director Client Experience, Sysomos, talked about how focusing on these three areas helped Sysomos reduce churn by 25{0e584ec94eaa64d073763ee1dc286a1f4d0f941424b1448bbfd01af7d90f9475}. Watch the …
Totango In Action: Helping Customer Success Professionals Win
As a Customer Success professional sometimes your job can seem daunting. You are responsible for driving the success of your entire customer portfolio and make sure they continue to use your product or service. Without a clear way to listen, understand and engage with your customers you’re often left with more questions than answers. Why did that customer churn without any notice? How do I make this customer happy? What accounts have seen changes in …
A Simple Formula for Writing Super Clickable Button Copy
Is your call to action button copy clearly spelling out the action you want prospects to take? Image by Laineys Repertoire via Flickr. Successful landing pages tell stories that build in momentum and culminate with a super persuasive call to action. It doesn’t matter how awesome the rest of your landing page is – a poorly-written CTA button can bring all that conversion momentum to a halt. In this episode of the Call to Action podcast, we spoke with John Bonini, Director of Marketing at IMPACT, about the extraordinary results the company achieved from an A/B…
4 Ways a Lack of Clarity Could Be Killing Your Conversions
Don’t expect your customers to buy anything if they can’t understand what’s for sale. Image source: Terry Robinson. What’s the most important ingredient of a successful landing page? Witty copy? A beautiful design? An oh-so-clickable CTA? It’s clarity — creating a page that allows anyone to quickly determine what your offer is and if it’s right for them. If someone can’t understand what you’re selling, they’re certainly not going to be interested in buying it. Unfortunately, it’s also incredibly easy to mess it up. Creating a clear page requires that you put…
No Email Marketing Strategy is Complete Without These Two Tactics
Here’s why segmented emails and landing pages are conversion soul mates. Image by Kelly Keeton via Flickr. Conversion rate optimizers make landing pages. Email marketers send emails. The problem, however, is that the two departments aren’t always in sync. And if your marketing strategy isn’t unified across all channels, chances are you’re leaving conversions on the table. Email marketers must work hand-in-hand with conversion rate optimizers to create dedicated landing pages for specific email marketing campaigns. So what …
5 Advanced AdWords Strategies You Can Implement Today
Does your competition know about these advanced switches and dials in AdWords? Image by Marcin Wichary via Flickr. As Google AdWords gets increasingly competitive, we search marketers have to sniff around for treasure. Sometimes that treasure comes in the form of advanced switches and dials found deep within the AdWords interface – the little PPC campaign tweaks that make your ads more relevant and keep you ahead of the competition. I’m here to share five of those tips and tricks. Let’s get to it. 1. Test in-market audiences Ever wonder what Google does with the enormous amounts of data they’re quietly collecting about all of us as…
Your Social Media Campaigns Should Never Skip This One Step [PODCAST]
Are you putting your social media campaigns to the test? Image by timlewisnm via Flickr. On the surface, running a social media campaign seems relatively straightforward. Write your copy, create your assets, set up tracking and then queue it all up in your social media scheduling tool. Simple enough, right? But if you want to run social media campaigns that actually move the needle for your business and bring you measurable results, then there’s one important step you should never skip: A/B testing your campaigns. In this episode of the Call to Action podcast, we speak with Marcus Taylor, founder and CEO of Venture Harbour, about why (and how) you should be testing your social media campaigns. In this episode you’ll learn……
Show Off Your Copywriting Skills and Win a Ticket to CTA Conference
We’re looking for the most awesome copywriter ever. And we’re really hoping that it’s you. If it is, you’ll soon be on your way to the Call to Action Conference, our three-day mega-event in Vancouver featuring talks from — and parties with — the world’s top conversion experts. Your mission, should you choose to accept it In our Conversion Copywriting Contest, you’ll be tasked with writing about the world’s most adorable robot vacuum cleaner that also lays down the sickest beats: DJ Rumba. Your mission is to write compelling landing page copy that will persuade visitors to sign up to a mailing list in order to to hear more about DJ Rumba…
Why No One is Reading Your Emails on Mobile
Optimize your emails and help Keanu turn that frown upside down! Did you know that almost 66{0e584ec94eaa64d073763ee1dc286a1f4d0f941424b1448bbfd01af7d90f9475} of all emails are now opened on a mobile device? A statistic all marketers should be aware of, no doubt, but what should really grab your attention is that 75{0e584ec94eaa64d073763ee1dc286a1f4d0f941424b1448bbfd01af7d90f9475} of people who receive email that isn’t optimized for mobile will just delete it. If you’re a marketer who is sending emails that haven’t been optimized for mobile, you’re missing out on so much of…
I’m Pretty Sure Your Mobile Marketing Strategy Isn’t Good Enough
It’s a mobile mobile. Get it? Image by James Theophane via Flickr. We’ve all read a metric ton of marketing articles telling us that “A mobile marketing strategy is a must.” If it feels like you’ve been hearing that forever, it’s because people have actually been spewing that advice for nearly a decade. That type of article started cropping up way back in 2008, according to Google Trends: Several years later, you’ve likely (hopefully) got a mobile strategy in place; your landing pages are mobile responsive and …
Retargeting, As Explained by Nerf Guns [PODCAST]
Here’s how to get better at retargeting, as explained by Nerf Guns. Image by Jake Sutton via Flickr. Sometimes, your landing page visitors aren’t quite ready to convert. At least not yet. And that’s all right. There isn’t much you can do to convince people who simply need more time, but there is a lot you can do to remind them that you exist and gently nudge them toward conversion. Which is where retargeting comes in. In this episode, we talk to Johnathan Dane…
How to Recognize Great Conversion Optimization People
While mediocre people are dime a dozen, good people are always in demand. But good optimizers are in very high demand, everyone and their mother is trying to hire one. Alas they can be hard to find. If you’re looking to hire one, what should you look for? What makes an optimizer a great optimizer? There are many universal traits that make anyone a “good hire” – like being proactive, hard working and so on – but what’s unique …
Stopping A/B Tests: How Many Conversions Do I Need?
A/B testing is great, and very easy to do these days. Tools are getting better and better. As a result, people rely more and more on the tools. As a result, critical thinking is much less common. It’s not fair to just blame the tools of course. It’s very human to try to (over)simplify everything. Now the internet is flooded with A/B testing posts and case studies full of bullshit data, imaginary wins. Be wary …
5 Insights from Every Speaker of ConversionXL Live 2015
I’ve been to a lot of conferences. A lot. Most of them are mediocre. I made it my personal goal to deliver an amazing conference. I took inspiration from the good things I’ve seen at other conferences, made sure I avoided the bad things – and so ConversionXL Live 2015 was born. We had 245 attendees from 23 countries. The crowd was very diverse, very high level (~75{0e584ec94eaa64d073763ee1dc286a1f4d0f941424b1448bbfd01af7d90f9475} of attendees were CRO professionals). So we needed high level content to match the audience + deliver a kickass experience. So how did it go? Here’s what Andre Morys, CEO of Web Arts thought: Honestly: #cxllive is the best conference I’ve attended – ever – thank you to @peeplaja for everything…
Lies Your Designer Told You (or Data vs Design)
Designers versus data more than ever deserves its place in the pantheon of great conflicts: the Hatfields vs. McCoys, Android vs. iOS, Social Media Marketing vs. Results, Athens vs. Sparta, the Doctor vs. Daleks, Auburn vs. Alabama, and Fox News vs. reality. We make this out to be some great collision of disciplines when in fact they are not opposites and they can and should work together. To do so requires the dropping of a lot of false constraints that we place them in. Its all the lies that we tell others and especially the ones we tell ourselves that…
10 Best Practices for Better B2B Website Experience
Best practices are starting points: if you have no data, start with these. They are not what you should end up with, but it’s where you start (the optimization). That’s an important distinction. Here are some ideas about of how you can apply 10 Jakob Nielsen Usability Heuristics to lead generation websites in the B2B or high consideration B2C realm, where there isn’t necessarily any transactional functionality, e.g. e-commerce, user registrations, etc. Usability …
Lies Your Optimization Guru Told You
Before you get out your pitchforks, I want to stress that this article does not represent Peep’s views. The easiest lies to believe are the ones we want to be true, and nothing speaks to us more than validation of the work we are doing or what we already believe. Due to this we become naturally defensive when someone challenges that world view. The “truth” is that there is no single state of truth and that all actions, disciplines, and behaviors can and should be evaluated for growth opportunities. It doesn’t matter if we are designers, optimizers, product managers, marketers, executives, or engineers, we all come from …