Customer Success How to: Learning from Customers Who Churn

Churn-Canceled Account

Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn is particularly troubling. As Joel York explained in SaaS Churn kills SaaS Growth, unless […]

Customer Success Management & The Channel

Customer Success Hands

From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail – because “the channel” wouldn’t like it – or that the day of the channel itself was over. There were a variety of reasons being quoted, but the major point was the change in the […]

Best of 2011: Top Videos and Blogs on Customer Engagement

Customer Engagement and Customer Success

2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, Customer Success, Customer Lifetime Value, SaaS Best Practices, Low Touch and Zero Touch Sales Models, Free Trial and Freemium, Customer Analytics, SaaS Churn, Customer Retention Strategies and more.

With such a […]

3 Steps to Measuring User Engagement with your Web Application

Engagement in Application

Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business.

In a world where customer evaluate your offering at their own pace, and can cancel their subscription at any time, the best way to maximize your business potential is […]

The Top 10 Must Do’s for Young SaaS Companies

To Do List

I declare this week as the “Top 10″ Practices week in Totango!

After yesterday’s post on Top 10 Requirements for an Effective Client Lifecycle, Today, I’m going to review Jeff Bennet’s top 10 must do’s for young SaaS companies.

Jeff Bennett, who is the founder and CEO […]

VP Customer Success at Alcove9: On Boarding SaaS Customers

Alcove9 Main Slide

At Totango, I have initiated a project to collect and share more best practices around low-touch selling, free-to-paid conversion, up-selling and customer retention. On this blog we will share what we learn from speaking to sales and customer success professionals in the field of […]