I’ve written recently that MAU and DAU are the most important metrics for Customer Success. I’ve received in an email with the following comment: “How does MAU and DAU, which measure interactive consumption of a service, are applied to products and services that are inherently revenue share models such as Ad-Tech and Fin-Tech?” That […]
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Daily Active Users – DAU is the most important metric for Customer Success and user engagement. When Facebook present their quarterly business results, it is the first metric that is being reported on their quarterly call. source – http://files.shareholder.com/downloads/AMDA-NJ5DZ/2138285812x0x888146/484823BA-5B5D-4BC4-B872-5F239E813384/FB_Q116_Earnings_Slides.pdf You’ll see in their presentation that the second metric that is reported is of Monthly Active Users […]
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I’d like to be clear: Customer Health, is not designed to be a churn predictor. Think about yourself, going to a regular checkup at the doctor’s office. A good doctor will check your vital signs: blood pressure, height, weight and in some cases will ask for a blood test that goes deeper into various indications […]
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Customer Success is maturing! How do I know? My first indication is the amount of drinks we’ve had together last night at Norwood. Reminds of some other crazy times ten years ago with a bunch of tech sales people in NYC. For the first time, when asking a room full of people (over 100!), how […]
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I’ve spent some time yesterday at a customer success bootcamp with one of my favorite customers. The leaders have decided to spend two full days with the team in order to build alignment within the team with regards to customer success. This is a company that one of it’s core values is: “Customer Centricity”. As […]
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I’m going to be in NYC on Thursday for the Customer Success roadshow event. This is probably my 5th trip in the last few months to New York City. It’s going to be at Norwood Club, which usually hosts people from New York art scene. Norwood was listed #2 at the top 10 private clubs. […]
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The truth, I’ve never really “got” animated gifs. But I guess this is an indication of my age and the generation I belong to. Kevin Garcia, of Totango’s amazing marketing team, posted a very expressive post: Customer Success – The Farming Paradigm (with Gifs). If you’re from the generation that is more visual – please […]
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Customer Success is relatively a new term. We can clearly see from the Google Trends chart above that the customer success management community has started to trend up around mid-2014. Many analysts and investors have been skeptical about the applicability of the customer success engagement model beyond the technology market, software as a-service companies mainly. I’m […]
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I am very proud to share more on the publication of my new book, Farm Don’t Hunt: The Definitive Guide to Customer Success. I’ve written this book as a very practical guide to business and team leaders who deal with Customer Success. It is written in similar style to the Scrum book I’ve used to […]
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Had a great time today talking to Seth Besmertnik, CEO and Founder of Conductor and a long time customer of Totango. Seth is really engaging speaker, like you would expect from a young New Yorker with tones of passion. I enjoyed it a lot, I hope you will too.