HOW WILL TECHNOLOGY RESHAPE CUSTOMER SUCCESS

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Customer Success Summit 2015 General Session Presented by: Maksim Ovsyannikov, Chief Product Officer, Totango

How Technology Will Reshape
Customer Success
Maksim Ovsyannikov
Chief Product Officer, Totango
@Maksim

The World has Changed
(and your customers are changing with it)

25 billion gigabytes

customer data
genes sequenced
social networks
mobile data
# devices

90% info available to us
generated in the last 2 years

Customer?
most useful data about
your customers is recent

Your changing world is a world in
which you know less and less about
your customers

How do we solve this problem?

technology

delight
never play
relate you had me
reinventdefense
at hello

wiser
better
more helpfulfaster
more beautiful

CRM?

data
problem
account
management
Modern customer success process can only be optimized by taking a data-driven
approach, not the CRM or an account management approach.
not

CRM
sales automation
≠
customer success

Listen Understand Engage

listen
all signals of customer health

your
app

understand
convert data to insights

engage
convert insights into action

listen
understandengage

Thank you
Maksim Ovsyannikov
Chief Product Officer, Totango
@Maksim

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AWS Community Day CPH - Three problems of Terraform

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In this session, we will delve into strategic approaches for optimizing knowledge management within Microsoft 365, amidst the evolving landscape of Copilot. From leveraging automatic metadata classification and permission governance with SharePoint Premium, to unlocking Viva Engage for the cultivation of knowledge and communities, you will gain actionable insights to bolster your organization's knowledge-sharing initiatives. In this session, we will also explore how to facilitate solutions to enable your employees to find answers and expertise within Microsoft 365. You will leave equipped with practical techniques and a deeper understanding of how there is more to effective knowledge management than just enabling Copilot, but building actual solutions to prepare the knowledge that Copilot and your employees can use.

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

What is a good lead in your organisation? Which leads are priority? What happens to leads? When sales and marketing give different answers to these questions, or perhaps aren't sure of the answers at all, frustrations build and opportunities are left on the table. Join us for an illuminating session with Cian McLoughlin, HubSpot Principal Customer Success Manager, as we look at that crucial piece of the customer journey in which leads are transferred from marketing to sales.

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04-2024-HHUG-Sales-and-Marketing-Alignment.pptx

04-2024-HHUG-Sales-and-Marketing-Alignment.pptx

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presentation ICT roal in 21st century education

presentation ICT roal in 21st century education

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Enterprise Knowledge’s Urmi Majumder, Principal Data Architecture Consultant, and Fernando Aguilar Islas, Senior Data Science Consultant, presented "Driving Behavioral Change for Information Management through Data-Driven Green Strategy" on March 27, 2024 at Enterprise Data World (EDW) in Orlando, Florida. In this presentation, Urmi and Fernando discussed a case study describing how the information management division in a large supply chain organization drove user behavior change through awareness of the carbon footprint of their duplicated and near-duplicated content, identified via advanced data analytics. Check out their presentation to gain valuable perspectives on utilizing data-driven strategies to influence positive behavioral shifts and support sustainability initiatives within your organization. In this session, participants gained answers to the following questions: - What is a Green Information Management (IM) Strategy, and why should you have one? - How can Artificial Intelligence (AI) and Machine Learning (ML) support your Green IM Strategy through content deduplication? - How can an organization use insights into their data to influence employee behavior for IM? - How can you reap additional benefits from content reduction that go beyond Green IM?

Driving Behavioral Change for Information Management through Data-Driven Gree...

Driving Behavioral Change for Information Management through Data-Driven Gree...

Driving Behavioral Change for Information Management through Data-Driven Gree...

Enterprise Knowledge

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

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Real Time Object Detection Using Open CV

Real Time Object Detection Using Open CV

Real Time Object Detection Using Open CV

Tata AIG General Insurance Company - Insurer Innovation Award 2024

Tata AIG General Insurance Company - Insurer Innovation Award 2024

Tata AIG General Insurance Company - Insurer Innovation Award 2024

The Digital Insurer

Imagine a world where information flows as swiftly as thought itself, making decision-making as fluid as the data driving it. Every moment is critical, and the right tools can significantly boost your organization’s performance. The power of real-time data automation through FME can turn this vision into reality. Aimed at professionals eager to leverage real-time data for enhanced decision-making and efficiency, this webinar will cover the essentials of real-time data and its significance. We’ll explore: FME’s role in real-time event processing, from data intake and analysis to transformation and reporting An overview of leveraging streams vs. automations FME’s impact across various industries highlighted by real-life case studies Live demonstrations on setting up FME workflows for real-time data Practical advice on getting started, best practices, and tips for effective implementation Join us to enhance your skills in real-time data automation with FME, and take your operational capabilities to the next level.

From Event to Action: Accelerate Your Decision Making with Real-Time Automation

From Event to Action: Accelerate Your Decision Making with Real-Time Automation

From Event to Action: Accelerate Your Decision Making with Real-Time Automation

Scaling API-first – The story of a global engineering organization Ian Reasor, Senior Computer Scientist - Adobe Radu Cotescu, Senior Computer Scientist - Adobe Apidays New York 2024: The API Economy in the AI Era (April 30 & May 1, 2024) ------ Check out our conferences at https://www.apidays.global/ Do you want to sponsor or talk at one of our conferences? https://apidays.typeform.com/to/ILJeAaV8 Learn more on APIscene, the global media made by the community for the community: https://www.apiscene.io Explore the API ecosystem with the API Landscape: https://apilandscape.apiscene.io/

Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe

Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe

Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe

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Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

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Axa Assurance Maroc - Insurer Innovation Award 2024

Axa Assurance Maroc - Insurer Innovation Award 2024

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HOW WILL TECHNOLOGY RESHAPE CUSTOMER SUCCESS

1. How Technology Will Reshape Customer Success Maksim Ovsyannikov Chief Product Officer, Totango @Maksim

2. The World has Changed (and your customers are changing with it)

3. 25 billion gigabytes

4. customer data genes sequenced social networks mobile data # devices

5. 90% info available to us generated in the last 2 years

6. Customer? most useful data about your customers is recent

7. Your changing world is a world in which you know less and less about your customers

8. How do we solve this problem?

10. delight never play relate you had me reinventdefense at hello

11. wiser better more helpfulfaster more beautiful

13. data problem account management Modern customer success process can only be optimized by taking a data-driven approach, not the CRM or an account management approach. not

14. CRM sales automation ≠ customer success

15. Listen Understand Engage

16. listen all signals of customer health

18. understand convert data to insights

19.

20. engage convert insights into action

21.

22. listen understandengage

23. Thank you Maksim Ovsyannikov Chief Product Officer, Totango @Maksim