2012 SaaS Customer Engagement Benchmark Based on a research conducted on over 1 Million businesses

How we got this data

During our beta stage, which has taken for more than a year, we’ve gathered information from more than one million prospects and interpreted this knowledge into our service.

This data has taught us about customer behavior of users during their trial period and afterwards, which actions helped in improving customer engagement and the ways to best implement this data in web applications.

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What’s in this document

Out of the huge amount of what we’ve received and analyzed, there 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.

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Conclusion # 1

Free trial users who are still active during day three of their trial were four 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

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Conclusion # 2

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

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Conclusion # 3

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

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Conclusion # 3

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

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Conclusion # 4

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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Resources – Learn More…

•  See Infographics •  Embed our infographics on your website/blog (cut & paste this code)

<textarea class="embed-share" style="height: 24px; width: 400; margin: 2px; font-size: 12px;" onclick="select_all();" cols="55" rows="17"> <a 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" alt="4 Conclusions from Totango Aggregate Customer Analysis - Infographic" width="600" /> </a><a href="http://www.totango.com">Totango – Real Time Customer Engagement for SaaS and Web App</a> </textarea>

•  Read our PR – Totango optimizes customer engagement with more than one million businesses

•  Read our blog post – Totango analyzed engagement and optimized sales with over one million businesses

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Among Totango Customers

Over 1 million businesses analyzed Prospects and users of our customers

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