Totango

?? Metrics that matter for Customer-Led Growth in enterprise B2B businesses — Do you know them? Enterprise and scaling businesses face unique challenges: long sales cycles, multi-threaded relationships, and high-value contracts. This is why focusing on customer-led growth is essential. By prioritizing retention and expansion, businesses unlock predictable, scalable revenue streams. But how do you measure success? ?? Tracking the right metrics is key. From foundational retention KPIs to advanced expansion signals, understanding and leveraging these metrics helps: ? Uncover growth opportunities ? Identify performance gaps ? Drive strategic decision-making ?? In our latest blog, we outline the critical metrics every customer success and revenue leader needs to understand, including how to calculate them and practical ways to turn them into indicators for growth. ?? Read the full article to ensure your metrics are driving revenue impact: https://lnkd.in/gPhjA7a6 #CustomerLedGrowth #B2BMetrics #CustomerSuccess #RevenueLeadership #GrowthStrategies

Did you know that acquiring new customers can cost 5–10x more than retaining existing ones? Or that current customers spend 67% more than new ones? ?? ? Totango's guide, "How CS and Sales Leaders Measure Critical Business Outcomes," reveals how leading teams: - Reduce churn with data-driven early-warning systems - Boost revenue growth by leveraging expansion opportunities - Enhance team efficiency through automation and AI Gain insights into the 10 key metrics, tools, and strategies that can help your teams achieve these results. ? Download the guide now and start driving measurable business outcomes! ?? https://lnkd.in/dDdDj6vJ

T-Minus 5 days until Forrester #B2BSummit in Phoenix - and there is still time to register! There is plenty of content for everyone, including customer leaders. We have workshops, analyst-led roundtables, panel discussions, presentations, and SIX Keynotes. Here's a small sampling of what you could add to your agenda: ? Workshop 3/31 @ 330pm PT: Does Your Postsale Strategy Set Customer Up For Success? - hosted by yours truly and my colleague, Laura Ramos ? Due to popular demand, we added a *second* offering for the workshop. Tuesday, 4/1 @ 8am PT ? Panel 4/1 @ 215pm PT: Align Your Promise Makers And Your Promise Keepers - hosted by yours truly, with 2 exceptional panelists, Ejieme Eromosele and Mike Groeneveld ? Analyst-Led Roundtable 4/2 @ 215pm PT - The Future of Customer Success: Function Or Philosophy? - hosted by Me and Laura Ramos ? Breakout Session: Do You Deliver The Value Your Customers Want? - led by my colleague, Laura Ramos ? Closing Keynote - The Future Is What? In a game show format based on ESPN's "Around The Horn" and hosted by master of ceremonies Dave Frankland, our panel will be answering questions related to the future of marketing, sales, product, and customer. I'll be up there representing the customer alongside my colleagues Nora Conklin (marketing), Rick Bradberry(sales), and John Buten (product marketing/management). This will be FUN. BIG NEWS: Make sure you check out the marketplace for our very first CUSTOMER SUCCESS CORNER! Go visit your favorite vendors like ChurnZero, Planhat, Gainsight, Totango, OnRamp and more. SO MUCH MORE: Program of the Year Awards, Case Studies, networking, etc. And last but not least - our fun event on Wednesday night, at The Duce in Phoenix, featuring O.A.R. Hope to see you there! If you are - come find me! Register here: https://lnkd.in/eRk-YzGk

Ever find yourself stuck in a career conundrum with no mentor to turn to? You’re not alone. New research from Women in Revenue found that lack of mentorship was the top workplace challenge for 44% of survey respondents – a 10-point jump from last year. And 69% of women said they don’t have a mentor. Is it because we’re all so busy dealing with constant change in the workplace, juggling personal and family obligations, and trying to keep up with the pace of innovation? Is it because you hear the word “mentor” and think of a formal relationship with a long-term commitment? Don’t let that hold you back from offering your time and expertise. Or reaching out for help. ?FLASH MENTORSHIP? A quick piece of advice or timely exchange that can make all the difference. Whether that’s navigating a negotiation, going for a promotion, surviving a layoff, or dealing with another workplace challenge, connecting with a flash mentor can be just what you need to break through. I hadn't heard about flash mentorship until the other week when I attended a Women in Revenue event, where Lauren Shleifer Goldstein shared the group's vision of one woman helping another to reach beyond her potential. That's the power of community. That’s how we rise together. So, here’s my challenge to you:?? ?? Offer a few moments of flash mentorship to someone who reaches out for your support. ?? Or, reach out to someone who might be able to help you achieve more than what you think is possible. Wouldn't it be great if next year's research found that 69% of women HAD a mentor?! #WomenInRevenue #Mentorship #CareerGrowth #WomensHistoryMonth #Leadership

“Churn is bad — and what we’ve been doing isn’t working.” Sound familiar? ?? Whether you’re scaling or a global enterprise, churn is a challenge for ALL companies. Totango and ESG (Customer Success as a Service??) help businesses adopt technology, systems, and processes that put customer-led growth at the core of their strategy — turning customers into your most profitable engine for long-term success. ?? Join us TOMORROW, Wednesday, March 26th at 9 AM PST / 12 PM EST for a powerful conversation with: ?? Michael Harnum, CEO at ESG ?? Chris Dishman, SVP of Global Customer Success at Totango ?? Hosted by Kate Whittaker, Value Enablement Lead at Totango They’ll discuss how top companies are shifting from acquisition-first to customer-first growth, including: ? The hidden drivers behind sneaky churn (and how to stop it) ? How to align people and technology for customer-first success ? Key milestones and benchmarks to measure your progress Don’t miss this opportunity to learn how leading revenue teams drive growth through customer retention and expansion. ?? Save your spot: https://lnkd.in/gfHmdUra #CustomerSuccess #RevenueGrowth #CustomerLedGrowth #SaaS #Leadership

?? We’re heading to Phoenix next week for the Forrester B2B Summit! We’re excited to introduce revenue leaders to the power of customer-led growth — and how a customer revenue suite turns customer intelligence into business growth. ?? Karen Budell, CMO, Chris Winkler, Head of Product Marketing, Glenn Bush, MBA, Account Executive, Jennifer Houlik, Account Executive will be on-site to talk all things related to — ? AI-powered customer intelligence ? Sales & Customer Success & Marketing alignment ? Customer-led growth ?? Come see us at Booth 604 at the Phoenix Convention Center. ?? Swag, insights and new connections guaranteed! Want a head start? Check-out our guide to Customer-Led Growth ?? https://lnkd.in/g2REsJAc #customersuccess #sales #marketing #customerledgrowth #ForrB2BSummit

?? AI is moving fast—but even Apple is hitting the brakes. Last week two of my favorite podcasts -? Hard Fork and The Verge discussed Apple delaying its next-gen AI features for Siri. Given Apple’s incredible engineering talent and resources (let's assume they are not stupid !) , this raises an important question: Why is one of the world’s most advanced tech companies struggling to ship AI? Here are three possible reasons: 1?? Agentic AI is really hard to get right – Siri has to work perfectly across billions of complex interactions. Unlike ChatGPT, which can afford to make mistakes, Siri failing in key moments (booking the wrong flight !) won’t fly. 2?? Massive amounts of sensitive data – Siri interacts with everything from your contacts, payment services? to your messages and more, meaning any AI upgrade needs to handle deeply personal, context-rich data.? Not easy. 3?? New security risks – AI-powered assistants expand the attack surface. If Siri’s AI is compromised, it could lead to identity leaks, unauthorized transactions, or phishing risks at scale. ?? So, what’s the lesson for enterprise AI? At Totango where we’re building AI to power recurring revenue. ? It needs a pragmatic approach that delivers value right now. ?? Start with manageable use cases – we believe in starting with AI tools to gain real time - actionable - insights about your customers. ? This will be the bedrock of automation. ?? Understand the data risks – AI needs data to work - we can work with you on how to integrate and manage that data - we’ve been doing that for more than a decade as we’ve built out customer success platforms.? We can also? help with clear policies on what data to access, store, and analyze - including private and custom models. ?? Prioritize security from Day 1 – AI-driven tools require new security frameworks. Trust is everything—customers won’t tolerate AI-driven breaches. ?? The takeaway: If Apple is struggling to get AI right, enterprise leaders should take a measured, strategic approach. AI is powerful—but only when it’s deployed responsibly. For those exploring AI governance best practices, organizations like The Responsible AI Institute founded by Manoj Saxena ( https://lnkd.in/g6h4hspX ) offer insights into ethical and secure AI development. While no single framework is a perfect solution, it’s worth investigating approaches that balance innovation with risk management. Would love to hear from fellow leaders: How is your company thinking about AI adoption? Drop your thoughts below! ?? #AI #EnterpriseAI #CustomerSuccess #AppleAI #Siri #responsibleAI #customerledgrowth #CLG

Here are 6 proven strategies to align Sales and Customer Success to drive growth. ?? ?Do you agree these 6 strategies are a priority for success? ? What would you add? ? What would you remove? Learn more about the 6 strategies here or comment below ?? https://lnkd.in/gsxr3e6g #customersuccess #sales #accountmanagement #revenuegrowth #customerledgrowth

"Churn is bad, and what we’ve been doing is not working." ? Sound familiar? You're not alone. For revenue and customer success leaders in 2025, this is the most pressing challenge — how do you pivot from focusing on acquisition to prioritizing customer retention and growth? The answer lies in Customer-Led Growth.??? Rather than channeling all your efforts into finding new customers, customer-led growth focuses on retaining and growing revenue from your install base. But to succeed, this approach must go beyond a single department — it requires a company-wide shift.??? Join Michael Harnum, CEO of ESG, and Chris Dishman, SVP of Global Customer Success at Totango, for an exclusive webinar on Tuesday, March 26th at 9 AM PST. Here’s what you’ll learn: ? How revenue leaders are adopting customer-led growth to stop churn ?? ? The power of combining customer success software with change management support to achieve quick time to value ?? ? The practices driving measurable results for both businesses and their customers ?? Speakers:? Michael Harnum, CEO, ESG? Chris Dishman, SVP, Global Customer Success, Totango? Hosted by: Kate Whittaker, Value Enablement Manager, Totango ?? Date: Wednesday, March 26, 2025? ? Time: 9 AM PST | 12PM EST Don’t miss this invaluable opportunity to jump start your approach and drive sustainable growth. ?? ?? Register now:? https://lnkd.in/gfHmdUra #CustomerLedGrowth #CustomerSuccess #RevenueGrowth #SaaS

Last week, our team in Israel celebrated Purim! Purim is a joyous Jewish holiday celebrating the deliverance of the Jewish people in ancient Persia from a plot to exterminate them. It is a holiday marked with fun and festive traditions, like dressing up in costumes, exchanging baskets of food, reading the Megillah, and enjoying parties and parades. ?? The team marked the holiday with a Purim celebration including food, music and cocktail making! ?? Thank you to all who celebrated and shared this celebration with our greater team ?? Melody Ora Paz Belzer Arielle Tsabar Tal Avraham Lior Luker Omer Azulay Matan Navon Aleeza Sklover Yasmin Davidson @ Lizi Kaykov