The Customer Success Business presented by Guy Nirpaz
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The Customer Success Business presented by Guy Nirpaz at Totango's San Francisco Customer Success Roadshow
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The Customer Success Business presented by Guy Nirpaz
- 1. The Customer Success Business Building and Running the Customer Success Machine Guy Nirpaz, CEO & Co-Founder, Totango @guynipraz / guy@totango.com
- 2. is the leader in Customer Success 250+CUSTOMERS +3M / 50M Accounts / Monthly Active Users $5.7B OF SUBSCRIPTION MANAGED
- 3. Leading Customer Success Product Totango is a veteran in a young market KATE LEGGETT VP, PRINCIPAL ANALYST FORRESTER RESEARCH “ ”
- 4. Contract Value Value Key Accounts Upsell Potential Highest Potential Accounts Accounts at Risk Low Value Accounts $$$$ Customer Success Machine ! Optimize CLTV Customer Success Process & Team Success Business Success
- 6. Customer Success Account and User Perspective
- 7. Customer Success Journey Account and User Perspective ONBOARDING
- 8. Customer Success Journey Account and User Perspective ADOPTION
- 9. Customer Success Journey Account and User Perspective ESCALATIONS
- 10. Customer Success Platform: http://www.totango.com/resources
- 11. Customer Success Platform: http://www.totango.com/resources
- 12. Team & Process Success
- 13. Customer Success Engagements Type of engagement & triggers for engagements EVENT BASED • Drop in health • New product release • Renewal date is approaching • New team members PERIODIC • Business review • Monthly training session JOURNEY BASED • Onboarding • Adoption • Escalation
- 14. Types of Engagements Things that you do in calls, meeting, email conversation Type Trigger and Frequency of Engagement Onboarding new customers Upon contract signage Onboarding new users Upon new user invitation Business Reviews – review the attainment of business goals Periodic, monthly or quarterly Usage review Weekly or monthly Best practices consultations (domain specific) As a result of low value delivered Consulting call Upon request Feedback call Post every engagement and at least monthly Pre-escalation discovery Health or other critical metrics has dropped Escalation Upon escalation
- 15. Customer Success Platform: http://www.totango.com/resources
- 16. Retaining – minimize customer base revenue losses Growing – maximize customer base revenue growth Business Success
- 17. Business Success à Maximize Customer Lifetime Value$$$ PRIMARY GOALS Customer Retention Upsell ADDITIONAL GOALS Customer Advocacy Customer Satisfaction
- 18. Contract Value Value Key AccountsUpsell Potential Highest Potential Accounts Accounts at Risk Low Value Accounts $$$$ This is your customer base today
- 20. Important to note: • The suggested framework is more subtle in reality • Finding growth segments requires the ability to segment based on multiple dimensions of value such as: license utilization, return on investment (ROI), daily active users / monthly active users ratios and more • In many cases also, contract value is dependent on the plan and target market of the customer, so the same framework needs to be applied on a market segment basis as well
- 21. Customer Success Platform: http://www.totango.com/resources
- 22. Contract Value Value Key Accounts Upsell Potential Highest Potential Accounts Accounts at Risk Low Value Accounts $$$$ Customer Success Machine ! Optimize CLTV Customer Success Process & Team Success Business Success
- 23. How to get started? Request a product demo - http://www.totango.com/request-demo/ Contact Totango - http://www.totango.com/contact-us/
- 24. Where to learn more? Customer Success Resource -resources.totango.com Customer Success Videos - youtube.com/totango
- 25. Thank you! Guy Nirpaz, CEO & Co-Founder, Totango @guynipraz / guy@totango.com
- 26. WWW.CUSTOMERSUCCESSSUMMIT.COM Hear from real practitioners sharing tangible best practices Meet your customer success community members from around the world Network and participate in open forums and round table discussions Vendor neutral and thought leadership focused. The ultimate place to discuss all things customer success. Only 20 tickets left for our Kick-Off Sale! Save 55% when you buy ASAP.
- 27. Q&A