Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Finance Enterprise Interviewing 91

Andreessen Horowitz

SEPTEMBER 7, 2023

Though companies offer some customized features like recommendation engines, they haven’t yet had the technology to deeply personalize their services. More users We ran a broad survey to understand when and why consumers prefer 1:1 in-person or digital services for mental health, fitness, tutoring/education, and music instruction.

AI 136

AI Generative AI Marketing Compensation 136

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Generative AI 106

Generative AI Marketing AI Sales 106

SaaStr

OCTOBER 3, 2023

Moving From SMB To Enterprise — A combination of pre-sales like solution or sales engineering, customer success, and a more robust revenue ops function. Irregardless of the stage you’re in, success is about aligning GTM teams around a common goal of delivering repeatable customer value in a way that generates growth,” Borland says.

Enterprise 218

Enterprise B2B Scale SMB 218

SaaStr

FEBRUARY 20, 2023

Look at the example of Polius, a product manager at Pleo, who improved the product by shifting his perspective. This exercise led him to understand customers’ pain points and desires better and witness the commercial team’s issues and pain points. Polius started a two-week project and sat in on about 50 sales calls.

Management 194

Management SMB Communication Sales 194

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 5 Tips to Simplify Your Customer Journey Map.

Engagement 52

Engagement Onboarding Customer Success Metrics 52

User Pilot

FEBRUARY 19, 2024

It could be launching features that are half-finished and causing customer problems with THEIR customer. Impact analysis is crucial for identifying risks, allocating resources, and enhancing customer satisfaction for project success. Analyze data to identify areas for improvement and refine strategies based on insights.

Traceability 104

Traceability Operational efficiency. User Experience Trends 104

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. A CSM tracks progress by tracking health. What is a customer success renewal playbook?

Customer Success 96

Customer Success SaaS Retention Education 96

Intercom, Inc.

MAY 11, 2022

At Intercom, keeping it simple means being deliberate about getting things into our customers’ hands in the most straightforward way. Keeping things simple leads to solutions that are easier to build and maintain, and more intuitive for our customers. At Intercom, we steer away from complexity and keep things simple.

Scale 145

Scale Engineering Scaling Technology 145

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Customer Success 95

Customer Success Investment Innovation Acquisition 95

Blulogix

MARCH 20, 2024

However, navigating this phase with finesse requires a deep understanding of customer needs, strategic engagement, and a seamless operational approach. This post outlines comprehensive strategies to enhance renewal rates and solidify long-term customer partnerships.

Payment Features 52

Payment Features B2B Subscription Customer Lifetime Value 52

User Pilot

APRIL 23, 2023

Do you know which product health metrics to track to achieve long-term success for your SaaS business? This article will delve into the 14 key product health metrics you should track and analyze for your products. TL; DR Product health metrics are the key performance indicators that measure a product’s performance and success.

Metrics 89

Metrics Customer Lifetime Value SaaS Scale 89

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Success 82

Customer Success Scale Innovation Forecasting 82

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. Your CRM Can’t Handle Your Workload Anymore.

Software 91

Software Underperforming Technical Team Churn Customer Success 91

User Pilot

MARCH 25, 2024

What will you give to reduce customer attrition rate and drive business growth? While acquiring new customers is important, it’s more expensive than customer retention. TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Reduce churn with proactive customer service.

Underperforming Technical Team 94

Underperforming Technical Team SaaS Payments Payment Solutions Payment Methods 94

Intercom, Inc.

OCTOBER 13, 2021

We noticed several issues we’d seen block teams in the past, such as siloing of knowledge, constant context-switching, and deprioritization of important system health issues. Assigning one engineer instead of two doesn’t necessarily double the efficiency or quality of the outcome, it just increases the risk of failure points.

Data 129

Data Systems Review Engineering Software Review 129

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. AI-enabled integrations will help you improve data workflows like these and reduce the time and resources that would otherwise be needed. This is the moment for CS to shine.

Innovation 98

Innovation AI Customer Success Scale 98

User Pilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. The three types of customer analytics and their significance.

Customer Lifetime Value 102

Customer Lifetime Value SaaS Underperforming Technical Team Retention 102

User Pilot

MAY 5, 2023

Without a clear customer success workflow, your output can easily become chaotic. Since customer success is a relatively new career, CSMs tend to take on tasks from sales, support, and product marketing—which is often more than they can handle.

Customer Success 87

Customer Success SaaS Customer Lifetime Value Churn 87

User Pilot

FEBRUARY 14, 2024

In the article, we look at 12 solid contenders for this title, covering a few most common use cases: In-app user engagement Sales funnel management Customer support Analytics and reporting Marketing Collaboration and project management Let's dive right in! Book the demo to find out more! What are Salesforce integrations?

Payments 103

Payments Payment Services Payment Methods Payment Solutions 103

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Success 86

Customer Success Onboarding Construction Retention 86

User Pilot

JANUARY 23, 2023

Wondering what customer success OKRs are and how they can help your customer success team flourish? With OKRs, you can develop clear strategies to promote product growth and effectively communicate them to your customer success teams. – Use different types of surveys to collect customer feedback.

Customer Success 90

Customer Success Software Review Onboarding Systems Review 90

CustomerSuccessBox

MAY 24, 2022

If you could ask a question to your customers, what would that be? Tip: ask a question that drives your customer’s health! Yes, driving customer health is not an easy task. Read on to ask those questions that drive customer health. Business or Product Health-oriented questions.

Payment Features 52

Payment Features Metrics Subscription Customer Success 52

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Customer Success 107

Customer Success Technical Review Outsourced Development Churn 107

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Customer Success 155

Customer Success Systems Review Engagement Leadership 155

User Pilot

NOVEMBER 29, 2023

It allows teams to identify areas for improvement and make data-driven decisions. Performance reports are also a chance to demonstrate your effectiveness and the value that you’re delivering and promote continuous improvement habits across the organization. Book the demo to see how it can transform performance reporting in your SaaS!

Software Review 104

Software Review Technical Review Forecasting Trends 104

ChurnZero

OCTOBER 26, 2021

41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. The ChurnZero team is also thrilled to see a number of customers selected as winners of the SaaS Customer Success Award, which is a true testament to the impact our platform can bring to CS teams at SaaS organizations. LiquidPlanner.

Development Team Review 98

Development Team Review Software Review Systems Review DevOps as a Service 98

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 98

Customer Success Strategy Customer Lifetime Value SaaS 98

Valuize Consulting

OCTOBER 26, 2021

For recurring revenue organizations, implementing a measurable digital engagement program for Tier 3 and 4 customers is the foundation for achieving industry-leading Net Dollar Retention. But, how do you know if your digital engagement program is actually driving impact for your customers and your business? Impact Metrics.

Scale 52

Scale Engineering Engagement Scaling 52

CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. CustomerSuccessBox is rated as the Top Customer Success Software by G2. CustomerSuccessBox.

Customer Success 52

Customer Success Software Churn B2B 52

User Pilot

JULY 12, 2021

How much does your business stand to gain from using customer retention analytics? While acquiring new customers is crucial, it’s important not to neglect the ones you already have. Effective retention takes more than just using your intuition to determine what will keep customers satisfied. What is customer retention analytics?

Retention 98

Retention Technical Review Software Review Churn 98

ChurnZero

JANUARY 28, 2021

23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Our highly selective, data-driven software award honors customer-obsessed SaaS platforms that go above and beyond to deliver extraordinary experiences,” commented Matt Harney , Founder of APPEALIE. SAAS CUSTOMER SUCCESS AWARD WINNERS.

Software Review 96

Software Review Technical Review Systems Review Venture Capital 96

User Pilot

JANUARY 15, 2024

Your custom SaaS dashboard should provide actionable data and be as automated as possible. Key metrics to include in your dashboards include retention rates, user stickiness, monthly active users, conversion rates, customer acquisition costs, customer lifetime value, and monthly recurring revenue. Customization.

Metrics 101

Metrics SaaS Customer Lifetime Value Retention 101

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. But a customer health score is only as good as the sum of its parts. What’s a Customer Health Score?

Software Review 96

Software Review Systems Review Underperforming Technical Team Scale 96

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? What is Customer Experience?

Customer Success 98

Customer Success B2C B2B Retention 98

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Define Customer Health Score.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65