Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.”   Chris Dishman, SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari, Head of Global Customer Success for ThousandEyes, Kevin McIntyre, Chief Revenue Officer for Dealfront, and Madelyn DePrey, VP of Customer Success for Aircall. They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue ..read more

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify c ..read more

In today’s dynamic landscape, the customer holds unprecedented power. It’s no longer sufficient for businesses to merely survive; they must deliver measurable value quickly and consistently. While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success. This is a revolution for the next turn of customer success: a focus on revenue and post-sale monetization. I am thrilled to announce that Totango has joined forces with Catalyst, innovative thought ..read more

The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart, CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. The first months in a leadership position are critical to setting the tone for your future with the organization. Having a wel ..read more

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich. A lifestyle maven and a gangster rapper turn an unexpected friendship into lucrative television shows and brand deals. And a team focused on customer acquisition partners with a function focused on retention to maximize customer lifetime va ..read more

On this Valentine’s Day, we’re excited to share in the love! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products! With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost te ..read more

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points.  Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Measuring and analyzing how your company manages these two factors is critical to growth. That’s why it is important to understand and track both gross retention and net retention. Distinguishing ..read more

What’s on customer success’s in-and-out list for 2024?  In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. Out: The old-school Sales-to-CS handoff. No more “Here’s your customer success manager, see you never!” emails from the sales rep. Totango Chief Marketing Officer Karen Budell refers to this cross-functional effort as the “three-legged stool” approach, and as she recently explained on the SaaS Half Full podcast, this method is not only extremely effective but also necessary ..read more

This year, the customer success (CS) industry faces a critical choice — either assume the role of strategic growth driver by adopting revenue goals for the business, providing greater accountability to customers, and forming tighter cross-functional alignment with partners—or stick to the status quo, maintaining business as usual and leaving untapped potential on the table. We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. Most expect to see CS emerging as a growth engine. In fact, 63% of CAB members said their ..read more

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. We’re more inclined to work proactively together versus being reactive and defensive. Madhavi Bezwada, VP of Client Success at Waystar. What could your organization accomplish if your workplace embraced a culture of listening and learning from one another rather than being siloed off and defensive? For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, c ..read more