For a SaaS startup analytics, what is the best choice between Kissmetrics and Totango?

Hi, We've designed @totango to help SaaS businesses support the full 'customer journey'. Totango users are sales execs, customer success managers, product owners and others who need visibility into users and accounts and tools to take actions for successful business outcomes (conversion, growth, no churn and so forth). You can use Totango to support your users and customers in a highly digitized environment where substantial of interaction between a business and its users and customers is digitized through the application and other digital channels. We'll be happy to give you a test drive of Totango and support you through the evaluation process. Feel free to contact me directly or signup at http://www.totango.com

You may want to consider http://www.apptegic.com . Not only can we give you the analyticvs you're looking for, but we enable automated messaging to your users to help them better understand your SaaS product and become successful. It saves you time and helps them to make money.

Just adding to what Ian has said, we're customers of Segment. io (Quora automatically changes the link to http://Segment.io) and we even wrote a blog post on how it helped us save both hours and dollars. Check it out here: http://blog.feedbackloop.com.au/segment-io-easy-third-party-app-integrations/

I'm so glad you asked your question, as Natero created a product that does both (analytics and customer success management). Specifically: integrates data sources (product usage, CRM, support, billing) focuses on SaaS companies: customer lifetime value (churn, conversion, upsell) and customer success metrics (health score, activity level, etc) allows you to perform powerful analytics such as segmentation, funnel and cohort analysis. http://www.natero.com/?utm_source=quora&utm_medium=quora&utm_content=tvk&utm_campaign=tvk

TotangoTotango (http://totango.com) is focused on companies who are already using Salesforce as a CRM tool and Marketo / Eloqua / Hubspot for marketing automation. It sits between these tools and allows you to track events and measure the customer's engagement / health. Totango's pricing is geared towards enterprises. It charges $0.5 - 1 / user /month, so, even if you got just 1000 users, you end up paying upwards of $500 per month which seems to be very high for a startup's budget. KissmetricsKissmetrics (http://kissmetrics.com) allows you to track user activity and assign you to specific users. Between Totango and Kissmetrics, Kissmetrics seems to be better suited for your use case because it makes it easy to create conversion funnels, and see users in each step of the funnel. Its pricing starts at $150/month for 500,000 data points, which seems more reasonable for startups. Cons of Totango and Kissmetrics: In both these tools, you need to define each event that you want to track in your html / js files, which makes them cumbersome to set up. You should check out the following tools also: Other tools: Heap AnalyticsHeap (http://heapanalytics.com) captures all the events that your users perform by default. There is no restriction on number of "data points" like in Kissmetrics. You can go to the heap dashboard and define the captured events. This means that now you can do retroactive analysis. You do not need to go back and add/update the tracking code to track new events. Heap also makes it really easy to create funnels, segment users and generate graphs. UserJoyUserJoy (http://userjoy.co) is a customer success solution built for SaaS startups and enterprises. Tracking: It auto-tracks all link clicks, button clicks and form submissions with an 'id'  attribute. It means that it saves you time from writing extra code to track each event, or to define new events. While development, you might already have defined "<form id='login-form'>...</form>" in your html. UserJoy will automatically track and show this as a 'login-form' form submission event on your user's profile. There is no limit on the number of 'data points' you can track. Engagement and Health: Being focused on SaaS startups, UserJoy automatically measures a engagment score for each of your users depending on the time-spent. It also tells you which of your users are in Good / Average / Poor health , so that you can better focus your energies on specific segments such as 'paying users who are in poor health'. Messaging: You can send messages from your UserJoy dashboard to a specific user or a segment of users. Need to send that retention message to all your 'paying users who are in poor health' - UserJoy makes it really easy for you to do this. (disclaimer: I'm a founder of UserJoy) Segment. ioAs has already mentioned, http://segment.io gives you the flexibility to switch analytics providers anytime you want.

I recommend you to try UsabilityTools: http://www.usabilitytools.com/ It's integrated with CINT Reasearch Panel. You can get access to over 10,000,000 respondents from 57 countries There are several tools that allows you to track user behavior like for example click tracking or visitor recording that allows you to capture the behavior of your website's visitors. This software allows you to get detailed metrics from each field you want. But most of all it gives us a chance to fully understand how visitors see your website, so you can optimize your website for higher conversion and user engagement, as well as improve conversion process, online forms and conversion funnels.

How did you arrive at your shortlist of KissMetrics or Totango? What criteria did you use to determine these two would meet your requirements? There are actually a few more players in this space - all of which contain some level of analytics offering. However, as you we've experienced with most SaaS companies and their customer success teams, analytics are often not enough especially when it comes to having support for their customer success strategy - business process automation, playbooks, task management, relationship health scoring - all based on the data that is integrated into the platform. If you haven't made a decision you might want to reference the latest Forrester Market Overview report: http://blogs.forrester.com/kate_leggett/14-11-02-customer_success_a_hot_new_software_category_that_helps_you_manage_your_customers  And of course we would love to introduce you to Amity - we have packages and pricing built especially for Startups.