Winning with Customer Success
Guy Nirpaz | CEO & Co-Founder | Totango
INITIAL	
  
REVENUE	
  
RENEWAL	
  
REVENUE	
  
Churn:
Key inhibitor to growth
Renewal revenue:
5-10X initial sale
Land-an...
What is
all about?
•  Customer loyalty is dead
•  Days of customer lock-in are gone
•  Cloud has changed the speed at which the
world operates
VALUE
over
customer management
CUSTOMER ACTIONS
over
words
REAL-TIME SENSORS
over
historical snapshots
CONTEXTUAL ENGAGEME...
Customer Journey: Understand,Measure,Drive Recurring Value
•  Get to first value as soon as
possible with onboarding
•  Foc...
Monitor and listen to your customers in real-time
ü  Know which customers need your attention
ü  Know why (so you can di...
over
customer management
over
words
over
historical snapshots
over
periodic check-ins
over
high-value customers
over
buyers and decision makers
VALUE
over
customer management
CUSTOMER ACTIONS
over
words
REAL-TIME SENSORS
over
historical snapshots
CONTEXTUAL ENGAGEME...
www.CustomerSuccessManifesto.com
Join the Movement
Customer Success Management for subscription businesses
•  Reduce churn
•  Drive customer success
•  Impact conversion rat...
Customer Success Keynote - SIIA Maximize 2014
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Customer Success Keynote - SIIA Maximize 2014

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Presented by Totango CEO, Guy Nirpaz, at Maximize 2014.

The key takeaway is that Customer Success is the new frontier for SaaS businesses. With the market very much transformed by the subscription economy, it is imperative that SaaS companies need to take a new approach to drive recurring value to their customers and take the time to map out the customer journey.

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Customer Success Keynote - SIIA Maximize 2014

  1. 1. Winning with Customer Success Guy Nirpaz | CEO & Co-Founder | Totango
  2. 2. INITIAL   REVENUE   RENEWAL   REVENUE   Churn: Key inhibitor to growth Renewal revenue: 5-10X initial sale Land-and-expand: Common SaaS growth model Customer Success is the new frontier for SaaS businesses
  3. 3. What is all about?
  4. 4. •  Customer loyalty is dead •  Days of customer lock-in are gone •  Cloud has changed the speed at which the world operates
  5. 5. VALUE over customer management CUSTOMER ACTIONS over words REAL-TIME SENSORS over historical snapshots CONTEXTUAL ENGAGEMENT over periodic check-ins ALL CUSTOMERS over high-value customers ALL USERS over buyers and decision makers A new approach to Customer Success It’s all about keeping your promise to customers… … and driving recurring customer value.
  6. 6. Customer Journey: Understand,Measure,Drive Recurring Value •  Get to first value as soon as possible with onboarding •  Focus on customer success and ongoing value to contain churn •  Deliver new value to increase upsell and add-on sales DECREASE   VALUE   DECREASE   VALUE   CHURN   CHURN   GROW   VALUE   FIRST   VALUE   START   INCREASE   USERS   INCREASE     USAGE   EXPAND   FUNCTIONALITY   CHURN   ONGOING   VALUE   Onboarding   Adop7on   Renewal  &  Upsell  
  7. 7. Monitor and listen to your customers in real-time ü  Know which customers need your attention ü  Know why (so you can diagnose and take the right action) ü  Know at the right time (so you can have an impact) What you need: Sensors into customer value
  8. 8. over customer management
  9. 9. over words
  10. 10. over historical snapshots
  11. 11. over periodic check-ins
  12. 12. over high-value customers
  13. 13. over buyers and decision makers
  14. 14. VALUE over customer management CUSTOMER ACTIONS over words REAL-TIME SENSORS over historical snapshots CONTEXTUAL ENGAGEMENT over periodic check-ins ALL CUSTOMERS over high-value customers ALL USERS over buyers and decision makers
  15. 15. www.CustomerSuccessManifesto.com Join the Movement
  16. 16. Customer Success Management for subscription businesses •  Reduce churn •  Drive customer success •  Impact conversion rates •  Increase customer lifetime value   LEARN MORE? www.totango.com 1-800-634-1990  

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