Mastering the Business of Customer Success
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Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations. This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
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Mastering the Business of Customer Success
- 1. Mastering the Business of Customer Success Guy Nirpaz Co-founder & CEO of Totango
- 2. Author of Farm Don’t Hunt The Definitive Guide to Customer Success Guy Nirpaz, Founder and CEO of Totango
- 3. 1500 Attendees at the Customer Success Summit March 21-22, 2016 2013 2014 2015 2016 100 300 850 1500+
- 4. Customer Success is growing fast! 100 80 60 40 20 0 2012 2013 2014 2015 Source: Google Trends
- 5. Recurring Revenue Business Model Buy Now Subscribe 1999 Today Focus is now on Retention, Churn, Upsell and Customer Lifetime Value
- 6. Any business has digital data about customers Digital Products Business Applications Physical Businesses Username Password Sign in
- 8. The model is not Hunting
- 10. Young Sapling Needs close care to take root
- 11. Growing Tree Constant nurturing & care is needed to ensure a successful harvest season
- 12. And Harvest
- 13. GrowingNew The RECURRING nature of the lifecycle determines the operating model z In Renew/Upsell Cancelled
- 14. Customer Value over Customer Management Source: The Customer Success Manifesto New ON BOARDING ACTIVITY Growing NURTURING ACTIVITY In Renew/Upsell HARVESTING ACTIVITY Cancelled SAVING ACTIVITY DRIVERS OUTCOMES
- 15. The Methodology
- 16. SUBSCRIBE RENEW - $ UPGRADE - $$$ Funnel Management Turn prospects into subscribers Customer Success Management Retain and grow subscribers Active Subscriber Cancelled – 000$ CANCELProspect Rec. Revenue businesses are dependent on customer retention and upsell
- 17. Customer Success: Proactively Impact Customer Lifetime Value Onboarding Nurturing Renewal Expansion
- 18. GrowingNew Nurture is what we do most of the time z In Renew/Upsell 30 days 30 days 305 days
- 19. Drivers Results Risks ONBOARDING PROGRAMS ONBOARDING PLAYS ON-GOING NURTURING USAGE BASED CAMPAIGNS SAVING PROGRAMS ESCALATION/ SAVING PLAYS PLAYS Drivers RETENTION PROGRAMS PERIODIC EVENT-BASED SUCCESS PROGRAMS & PLAYS At Risk In Harvest Growing New Churn -------------------- Retention -------------------- Upsell Save Rate -------------------- Active Escalations METRICS Time to Value -------------------- Satisfaction Results -------------------- Adoption -------------------- Utilization The Portfolio
- 20. Think Fitbit connected to every user and customer Alert for customers that need attention EARLY WARNING SYSTEM PROCESS & WORKFLOW CAMPAIGNS ANALYTICS Drive user and account behavior, adoption and upsell Analytics to predict churn and upsell Planning, execution, and tracking of the key business processes PROACTIVE USER & CUSTOMER MONITORING Monitor in real-time the key metrics of adoption, value delivered, utilization, operational incidents… Engagement Sensors
- 21. Totango has the best product built on the best technology Team Performance Campaigns Retention Center Account Scorecard Mobile Portfolio Manager
- 22. Benefits of Totango Prevent and reduce customer churn Create scalable customer engagements Increase customer renewals and upsell Improve Customer Success team productivity Plan, track, and forecast recurring revenue Segment and analyze your customer base
- 23. Thank you!
Editor's Notes
- asf
- Huge momentum around customers uccess
- In this is all new
- That’s the drive
- Slide 5: The Customer Success Charter (This chart may be duplicative to others) ACV / CLTV (not clear what this means; dividing ACV by CLTV?); how about ("new seats, new modules, price increases”)
- Slide 8: Totango is the only complete product…Good slide For “Campaigns,” add “upsell” to adoption? Do you want to add a horizontal “big data & machine learning” foundation layer? Need to emphasize that only Totango monitors and engages customers at the user level Visually – emphasize: user and account (how?)
- Slide 9: Totango is the only complete product (screen shots) (I don’t think you need this slide – maybe a quick demo instead) Since the screen shots are too small to read, I recommend adding a title for each screen, “Account Health,” “Process & Workflow,” “Campaigns” “Analytics,” “Mobile.” etc. May be duplicative – you could add “Mobile” to the prior slide