Introduction to Customer Success Guy Nirpaz | Co-founder & CEO | Totango

guy@totango.com | @guynirpaz | guynirpaz.com

is the leader in Customer Success

115 CUSTOMERS

7 PUBLIC COMPANIES

$3.5B OF SUBSCRIPTION MANAGED

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Customer Success Jobs on

The Demand for Customer Success is Rapidly Growing

3rd Customer Success Summit Over 1100 Attendees March 2015 Produced by Totango

What does investing in Customer Success ultimately lead to?

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DECREASE VALUE

DECREASE VALUE CHURN

CHURN

GROW VALUE

FIRST VALUE

START

INCREASE USERS INCREASE

USAGE

EXPAND FUNCTIONALITY

CHURN

ONGOING VALUE

ONBOARDING ADOPTION RENEWAL & UPSELL

ADOPTION

The Customer Success Charter Is to Maximize Customer Lifetime Value for a Technology as a Service business

Trial

Onboarding

Adoption

Retention

Expansion

CAC, Trial Conversion

Time to Value

Customer Engagement

Churn & Retention Rates

ACV / Customer

What is your maturity level?

FIRE FIGHTING DRIVING VALUE PROACTIVELY

REDUCING CHURN PERFORMING CPR

STAGE 0 STAGE 3 STAGE 2 STAGE 1

PERFORMING CPR No Customer Success Team

No formal success plans

HOW DO YOU IMPROVE?

Get organizational buy-in to make customer success a priority

Develop system and process for handling emergency accounts

Build a Customer Success team!

FIRE FIGHTING Focus is on at-risk accounts

Limited team resources

HOW DO YOU IMPROVE?

Develop system and process for handling emergency accounts

Map your customer journey

Ensure company-wide understanding of the role of customer success

What is a customer health score?

PRODUCT USAGE – Are users logging in and using the application regularly?

BUSINESS OUTCOMES – Is the customer getting the end result they purchased the product for?

SERVICE UTILIZATION – Is the customer fully utilizing their subscription?

CUSTOMER SATISFACTION – Feedback from customers and CSMs

SUPPORT & OPERATIONS – Outstanding support, SLA or invoicing issues

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LEADING INDICATORS

OBJECTIVE DATA

100% COVERAGE

LAGGING INDICATORS

SUBJECTIVE DATA

LIMITED COVERAGE

PROACTIVELY REDUCING CHURN Basic account monitoring in place

HOW DO YOU IMPROVE?

Segment customers based on their stage in the customer journey

Develop engagement and action plans for both healthy and at risk customers

Ensure that your system can scale by adding in automation

Customer accounts have health scores

DRIVING VALUE Proactively engage with customers

Focus on growth and innovation

HOW DO YOU IMPROVE?

Continually fine tune your processes using data from churned and renewed customers

Use delivery of business value and account expertise to renew and cross sell

You provide best practices, share data insights and, encourage use of the full product