Accelerating The Customer Success Impact

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Presented by Guy Nirpaz, CEO and Co-Founder of Totango, at Customer Success Summit 2018. Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy will talk about how organizations can follow a component-based model to get results fast and accelerate impact across the enterprise.

Software

Onboarding
ACCELERATING THE
CUSTOMER SUCCESS IMPACT
Guy Nirpaz | Co-Founder & CEO | Totango

Results
CUSTOMER SUCCESS
How to Translate the Concept to Practice?

ResultsResultsResultsResults Results
CUSTOMER SUCCESS
How to Translate the Concept to Practice?

THE FASTEST WAY TO GET RESULTS
Introducing

GOALS ORIENTED
GOAL
Ensure that onboarding is on time
Accounts went live Key Accounts Success Rate Time to Onboard
16 Days
Target < 15 days
85%
Target: 90%
8

YOUR ARE ALREADY USING
40+ SuccessBLOCs
Onboarding
Escalation
Business Review
Upsell
Training
Nurture & Grow
Executive Engagement
Adoption
Risk
Churn
Success Plan
Implementation
Feedback
Education
Relationship Building
Reference
Retention/Renewal
VOC
Win Back
Billing
Professional Services
+ more

Onboarding
SPEED TO RESULTS
Demonstrate Results

YOU’RE IN
CONTROL
Solve the problems that matter the most

Onboarding
ACCELERATE
THE IMPACT OF CUSTOMER SUCCESS

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Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.

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Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.

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Customer Success is big, it's huge! Once you've rightfully embarked on a customer success initiative for your business you are now faced with the following impact questions: How to drive ROI from your customer success investment? How to translate the concept of customer success into practice? How to get results in a matter of weeks and not months or years? Spark! is the fastest way to get to results. Introducing goals oriented and modular customer success product. Every customer success module, known as SuccessBLOC is a unit of value that allows you to build your customer success strategy that fits for the needs of your customers and your business. Check it out at www.totango.com

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