No! to Customer Love

Just listen, let me know what you think?

6 Customer Success Secrets

In the 2nd annual customer success summit last month in San Francisco, I’ve introduced the Customer Success Manifesto. If you are familiar with the agile software development manifesto will see a similar presentation style (visuals are updated to 2014 though).

The Customer Success Manifesto should be viewed as 6 rules for great customer success. I’ve decided to work on a crisp defintion for the term Customer Success by defining what it is and what it is not for myself first and foremost for Totango’s team and customers and the industry in general.

Customer Success Summit: Customer Success Manifesto from Totango on Vimeo.

BTW, the reason it took me a minute or two during the key note to get to my ‘high note’ was a very long preparation cycle that ended at 3am the night (morning?) before the event.

Happy to get your feedback and thoughts…

Smart Customer Success

Yesterday I’ve had a pleasure to co-host a webinar with John Broady, GM of thismoment a great brand management company.

The focus of the webinar and the case-study John shared was about creating and ensuring value to customers as the blood-line of a SaaS company.

I’ve enclosed the slides just below – enjoy!

R.I.P Lou Reed

Lou Reed Past away today at the age of 71. Didn’t know the man. Just his music. I’m sad today.
Here’s the best version of ‘sweet jane’ that I recommend. enjoy.

Follow Totango on LinkedIn – Please?!

I had a bet with the marketing team that I alone can increase Totango LinkedIn followers by 500 people in a day.

Help me prove I’m right, by follow the link below and click the follow button:

We’re now using LinkedIn as the main channel for company news and updates, and promise only high quality content there…


Really care about your customers

I came across this great video. It’s a bit long – over an hour but genuinely make great points on the importance of caring about your customers, something I believe in with all of my heart.



When service is down – how open should you be?

Admitting Failure

Yesterday we’ve experienced probably the worse production down-time that we had since we’ve launched Totango. The intentions were good, we’ve upgrades a significant part of our infrastructure that we’ve worked on for months and unfortunately this upgrade didn’t go smooth…

We’ve been working around the clock to resolve the problem, and at the same time I felt that it’s important to openly communicate to our customers directly, with a message within the application, thru email to all of our admins, and on the company blog about the situation and to keep everybody up to date.

We’ve started getting feedback from our blog readers that we should have not have used public communication to report about the service problem. Some people of the team felt the same way, as this could very well become an ammunition to our competition, and may scare off potential customers who are in the process of evaluating our service.

This is a tough decision – how open and transparent should we really be?

I guess the world is divided into two camps:

  1. Information on a need to know basis
  2. Open and Transparent

Clearly, me and the team are part of camp #2. I believe that by being open and transparent, even at cases of failures, we will get credit for admitting to problems and resolving those.

However, option #1 should not be dismissed easily. There are many companies that keep very good image without exposing their failures publicly.

What do you think? What would you do?

InVision and Why I LOVE this app!

If you’re involved in the processes of web designs; website, web applications or mobile apps and you’re not using InVision – you should stop reading this, go here and check it out.

In a world where the visual representation of applications is key, InVision makes it dead-simple to collaborate early designs across teams, comment and iterate faster.

Before InVision, we’ve used wireframes to communicate the at high level and then a bunch of photoshop PSDs/Images to communicate and review the new feature/website flows.

InVision improves this in two main areas:

Flow vs. Images
InVision allowed our team at Totango present the graphic designer’s artifacts within an application flow. This allowed many of the team members, and in many cases customers as well visualize and experience (almost) the application flow. I’ve learned over the years, that for many people it’s just hard to connect desecrate images into an usage flows. InVision solved this problem for us.

Collaboration and Iteration
InVision allows you to comment on the design, on screen. I’ve used it many times to allow the customers provide their feedback that our designers took into consideration and rapidly made changes. This makes the flow of

concept -> visual design -> flow -> feedback -> design fixes

much faster and reaches a much better outcome.

Kudos for the InVision team – great work!

Trying the new SurfaceRT

I’m writing this post on a new SurfaceRT at the Windows store in Stanford mall. Was trying to figure out for myself what’s the value of this product, can it really be the single replacement for an iPad and a laptop. Short answer – not yet…

Keyboard experience:

I’ve started with the ‘touch cover’ ($119.99) keyboard – that didn’t really work well for me. It kept missing key strokes and I switched to the Type Cover ($129.99) which feels much more natural for typing.

Touch experience on the screen – seems very good. Similar to the iPad – no meaningful latencies.

Design, Look & Feel -

The non windows experience (metro) looks very modern and cool – slick. But when you press the famous ‘start’ button – you get to the old view of windows. Personally not my taste, but I’m sure some people will feel at home ;)

Bottom line – could give a fight to the iPad specifically on productivity, however, I’m keeping my Mac for a bit longer.