Post on 09-Jan-2017
Winning with Customer Success Technology
Maksim OvsyannikovChief Product Officer
@maksim
HOW TO WIN
People Technology
Two untapped forces
HOW TO WINWith Technology
Who is the winner?
BUSINESS WEEK FAST COMPANY
Apple
Toyota
GE
Nintendo
BuzzFeed
CVS Health
Uber
Netflix
Who is the winner?
BUSINESS WEEK FAST COMPANY
Apple
Toyota
GE
Nintendo
BuzzFeed
CVS Health
Uber
Netflix
Approval Ratings
Nurses
Pharmacists
Physicians
High School Teachers
Journalists
Accountants
Lawyers
Business Executives
Members of Congress
We are just above the very low
(so that you don’t have to stare at
Bill Cosby)
Even BILL COSBY
is above
So what gives?
CHANGING THE DNA
WINNING and DNA
WINNING and DNA
We have implemented enough tech!
So much choice?
CRM? HR?Support? Marketing?
Meetings
Contracts
Leads
OpportunitiesAccountsTickets
Surveys
Customer Success
Campaigns
Business Processes
Technology
Business Process
Customer Success
or
Technology
Force License to loginor
The organism
End Goal
SubscriptionOperating
System
Two key operating system components
Understand React
UnderstandingNew data category
SignalsNeeds
BehaviorsOutcomes
ReactingIn real time
AutomaticallyAccurately
Via the right channelWith a WOW
Totango - Simple, Smart, Effective
Extended Enterprise
Entire Supply Chain
React in real time
Reach every customer
Measure success
Win
Bringing it all together
Satisfaction Account Management
Accounts and Products Support CampaignsUsage &
Engagement
CUSTOMER SUCCESS
Feel Good
Feel the URGE
Winning with Customer Success Technology
Maksim OvsyannikovChief Product Officer
@maksim