Thoughts from my journey

The way that enterprise products are being bought and sold is changing rapidly. Customers are increasingly demanding instant access to all information about your product, including pricing and a Freemium or free trial version of your application. We call this trend the consumerization of B2B sales.

Totango recently conducted a research studying the Freemium, free trial and pricing practices of 550 Software-as-a-Service (SaaS) companies.

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Today, I’m happy to announce that Totango has analyzed the customer engagement and optimized the sales and customer success interaction with more than one million prospects!

We sure learned a lot from our beta stage and this is the place to thank all our wonderful customers who were taking part of our beta stage.

Out of the massive data we’ve gathered, here are 4 main conclusions that could help sales and customer success teams to understand where to focus in order to increase revenues: from new sales, expansion sales and renewals.

• Free trial users who are still active during day 3 of their trial were 4 times more likely to convert into paying users than the average customer

What can I do with that information?
SaaS sales teams could use this insight by focusing their time and close more deals

• Active trial users who were contacted by a sales rep were 70% more likely to buy the paid service than those who weren’t

What can I do with that information?
This proves that timely and contextual engagement with prospects results in more sales

• A full half of paid SaaS customers log in less than once a month or do not use their paid service at all. Another 19% is using their paid service less than once a week. Only 14% of paid customers use their service weekly and only 17% use it daily

What can I do with that information?
Have customer success team focus on the non-active paid users and the sales teams to focus on the frequent users to increase upsell

• Most cancellations were preceded by a period of non-use

What can I do with that information?
SaaS customer success teams could use this insight to configure alerts for inactive users and to pro actively reach out to these customers and offer help

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<br /> <a href=”http://www.totango.com/blog/2012/01/totango-analyzed-engagement-and-optimized-sales-with-over-one-million-businesses/” _mce_href=”http://www.totango.com/blog/2012/01/totango-analyzed-engagement-and-optimized-sales-with-over-one-million-businesses/”><img title=”4 Conclusions from Totango Aggregate Customer Analysis – Infographic” src=”http://www.totango.com/blog/wp-content/uploads/2012/01/PR-Infographics1.jpg” _mce_src=”http://www.totango.com/blog/wp-content/uploads/2012/01/PR-Infographics1.jpg” alt=”4 Conclusions from Totango Aggregate Customer Analysis – Infographic” width=”600″ /><br /> </a><a href=”http://www.totango.com” _mce_href=”http://www.totango.com”>Totango – Real Time Customer Engagement for SaaS and Web App</a><br />

Today, I’m happy to announce that Totango has analyzed the customer engagement and optimized the sales and customer success interaction with more than one million prospects!

We sure learned a lot from our beta stage and this is the place to thank all our wonderful customers who were taking part of our beta stage.

Out of the massive data we’ve gathered, here are 4 main conclusions that could help sales and customer success teams to understand where to focus in order to increase revenues: from new sales, expansion sales and renewals.

• Free trial users who are still active during day 3 of their trial were 4 times more likely to convert into paying users than the average customer

What can I do with that information?
SaaS sales teams could use this insight by focusing their time and close more deals

• Active trial users who were contacted by a sales rep were 70% more likely to buy the paid service than those who weren’t

What can I do with that information?
This proves that timely and contextual engagement with prospects results in more sales

• A full half of paid SaaS customers log in less than once a month or do not use their paid service at all. Another 19% is using their paid service less than once a week. Only 14% of paid customers use their service weekly and only 17% use it daily

What can I do with that information?
Have customer success team focus on the non-active paid users and the sales teams to focus on the frequent users to increase upsell

• Most cancellations were preceded by a period of non-use

What can I do with that information?
SaaS customer success teams could use this insight to configure alerts for inactive users and to pro actively reach out to these customers and offer help

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<a href=”http://www.totango.com/blog/?p=1915&preview=true” _mce_href=”http://www.totango.com/blog/?p=1915&preview=true”><img src=”http://www.totango.com/blog/wp-content/uploads/2012/01/PR-Infographics.jpg” _mce_src=”http://www.totango.com/blog/wp-content/uploads/2012/01/PR-Infographics.jpg” alt=”4 Conclusions from our Aggregate Customer Analysis – Infographics” title=”4 Conclusions from our Aggregate Customer Analysis – Infographics” width=”388″ height=”518″/><br/><a href=”http://www.totango.com” _mce_href=”http://www.totango.com”>Totango – Real Time Customer Engagement for SaaS and Web App</a>

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How well are SaaS businesses seeing their conversion metrics?

By definition, SaaS companies should be able to see their critical usage metrics clearly and easily – in real time.
However, in practice many companies are experiencing blurry metrics that don’t provide a clear picture for their trial and conversion performance. Use our infographic to learn how SaaS businesses are (or aren’t) using metrics to see the “Big Picture”.

This infographics is based on the SaaS Metrics Survey conducted a few months ago. The survey helped me understand the SaaS industry’s best practices in regards to key business metrics (download full survey results).
Feel free to right-click to copy use this info in your website/post!

Totango – Real Time Customer Engagement for SaaS and Web App

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<a href=”http://www.totango.com/blog/2012/01/saas-metrics-vision-chart/” _mce_href=”http://www.totango.com/blog/2012/01/saas-metrics-vision-chart/”><img src=”http://www.totango.com/blog/wp-content/uploads/2012/01/How-well-are-cloud-app-businesses-seeing-their-customer-analytics.jpg” _mce_src=”http://www.totango.com/blog/wp-content/uploads/2012/01/How-well-are-cloud-app-businesses-seeing-their-customer-analytics.jpg” alt=”How well are SaaS businesses seeing their conversion metrics? – Infographic” title=”How well are SaaS businesses seeing their conversion metrics? – Infographic” width=”588″ height=”1427″/><br/><a href=”http://www.totango.com” _mce_href=”http://www.totango.com”>Totango – Real Time Customer Engagement for SaaS and Web App</a>

Do you know how to measure your Customer Engagement?
Our SaaS Dashboard can easily do that for you!
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