Customer Success Manifesto

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Guy Nirpaz's keynote at Customer Success Summit 2014.

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Customer Success Manifesto

  1. 1. WELCOME Customer Success Summit 2014 Guy Nirpaz | CEO & Co-Founder | Totango
  2. 2. attendees cities countries
  3. 3. non-customer success titles
  4. 4. Building the CUSTOMER SUCCESS PLAYBOOK together customer success plays keynotes panels CEOs
  5. 5. CUSTOMER SUCCESS HERO AWARDS www.CustomerSuccessHeroes.com  
  6. 6. What is all about?
  7. 7. •  Customer loyalty is dead •  Days of customer lock-in are gone •  Cloud has changed the speed at which the world operates
  8. 8. New Rules for a New World CUSTOMER SUCCESS MANIFESTO
  9. 9. over customer management
  10. 10. over words
  11. 11. over historical snapshots
  12. 12. over periodic check-ins
  13. 13. over high-value customers
  14. 14. over buyers and decision makers
  15. 15. 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
  16. 16. www.CustomerSuccessManifesto.com Join the Movement

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