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 …
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 renews it can provide you with new data points that can help you refine your health score, but only if you’re listening. Determining the right data for your customer health score and implementing the right technology to collect it is paramount to being successful. Sam Smith, Director of Customer Success at BrightTALK, teamed up with Matt Eastling, Solution Architect at Totango, to talk about how BrightTALK has built out a comprehensive…