Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Disrupting the Traditional Approach to Customer Centricity, Featuring Forrester Research

846 views

Published on

Webinar presentation: New technology is changing the game in how companies achieve a customer-centric culture. Hear from guest Kate Leggett, VP Principal Analyst from Forrester Research, Inc. and Guy Nirpaz, CEO and Co-founder of Totango, as they discuss current trends in customer success and new ways in which companies are organizing around the customer. Totango will also discuss Zoe, its unrivaled product that breaks down silos and enables company-wide participation in customer success.

Published in: Software
  • Hello! Get Your Professional Job-Winning Resume Here - Check our website! https://vk.cc/818RFv
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Disrupting the Traditional Approach to Customer Centricity, Featuring Forrester Research

  1. 1. MEET ZOEDisrupting The Traditional Approach To Customer Centricity Kate Leggett, Vice President, Principal Analyst - Forrester Guy Nirpaz, Co-Founder & CEO -Totango
  2. 2. 2© 2017 FORRESTER. REPRODUCTION PROHIBITED. Source: September 12, 2014 “The CIO’s Blueprint For Strategy In The Age Of The Customer” Forrester report Customers Control the Conversation That They Have with Businesses
  3. 3. 3© 2017 FORRESTER. REPRODUCTION PROHIBITED. Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report Good Customer Experiences are Good for Business Retention loyalty Enrichment loyalty Advocacy loyalty The likelihood that a customer will keep existing business with the company The likelihood that a customer will buy additional products and services from the company The likelihood that a customer will recommend the company to others
  4. 4. 4© 2017 FORRESTER. REPRODUCTION PROHIBITED. Good Customer Experience Impacts Shareholder Value Source: “The US Customer Experience Index, Q1 2015” Forrester report
  5. 5. 5© 2017 FORRESTER. REPRODUCTION PROHIBITED. Customers Are Willing To Pay A Premium For Good Customer Experiences
  6. 6. 6© 2017 FORRESTER. REPRODUCTION PROHIBITED. Forrester finds a willingness to pay a price premium increases exponentially with higher CX index™ scores
  7. 7. 7© 2017 FORRESTER. REPRODUCTION PROHIBITED. Onboarding Driving adoption Recognizing expansion opportunities Companies Must Support The Customer’s Journey With Your Product During Their Life Cycle Converting trials
  8. 8. Vendors Manage Relationships Vendors Deliver Products
  9. 9. 9© 2017 FORRESTER. REPRODUCTION PROHIBITED. Customer  success  is  about   proac/vely  managing  customer   rela/onships  to    impact  churn,   increase  exis/ng  revenue,  and   influence  new  sales.  
  10. 10. 10© 2017 FORRESTER. REPRODUCTION PROHIBITED. CUSTOMER SUCCESS STRATEGY CUSTOMER SUCCESS DATA CUSTOMER SUCCESS PROCESSES CUSTOMER SUCCESS MANAGERS Customer Success Takes Coordinated Effort Across Four Dimensions
  11. 11. DNA-CXTM Dynamic No-Schema Active - Customer IndeX Product Usage Service Requests Touch pointsUsers Customer Feedback Financial Customer Success Centric Data Model
  12. 12. Customer Success Center 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 DNA-CXTM Engagement Sensors
  13. 13. •  Enables core customer success Engagements •  For customer success teams •  Best Customer Success Platform CUSTOMER SUCCESS CENTER DNA-CXTMPowered by CS CORE: Onboarding, Adoption, Retention & Expansion
  14. 14. 14© 2017 FORRESTER. REPRODUCTION PROHIBITED. CUSTOMER SUCCESS STRATEGY CUSTOMER SUCCESS DATA CUSTOMER SUCCESS PROCESSES CUSTOMER SUCCESS MANAGERS Many Organizations Have Invested In Customer Success Managers
  15. 15. 15© 2017 FORRESTER. REPRODUCTION PROHIBITED. The  workforce  is  changing…And  so  is  the   nature  of  the  work   Millennials  will  form  44%  of  the   workforce  by  2025  
  16. 16. 16© 2017 FORRESTER. REPRODUCTION PROHIBITED. Employees Today Seek Autonomy, Mastery, Purpose
  17. 17. 17© 2017 FORRESTER. REPRODUCTION PROHIBITED. Employees Touch Customers At All Stages Of Their Journey
  18. 18. 18© 2017 FORRESTER. REPRODUCTION PROHIBITED. Employees Must Be Connected To Their Customers To Deliver Positive Experiences…But Few Are
  19. 19. meet
  20. 20. CUSTOMER
  21. 21. 1 2 3 Access Participate Impact democratize customer data; make accessible to anyone when they need it cross-functional teams can self organize and participate in customer needs initiatives and customer causes are created and customer impact is made
  22. 22. Zoe responds immediately to your requests @zoe, tell me about client-X Here you go, @guy Account: CLIENT-X Status: Paying Subscription: $100K Renewal Date: Next quarter Health: Good Usage: Trending up Support Tickets: 3 Success Manager: Jim More Info… ACCESS
  23. 23. Sales example: they need references to close business @zoe, show me referenceable customers Here you go, @guy Name: Reference customers Count: 25 Value: $1.2M MORE… ACCESS REFERENCE CUSTMOERS
  24. 24. The entire company makes an impact on the customer experience. Organically swarm around the customer, forming teams oriented around a cause. Team, I’ve got training tomorrow morning. Can I get resolution on the bug ASAP? @jake, I can help. @zoe I will fix the bug today. GOAL: Deliver on-site training by fixing a bug ACCOUNT: CYBERDYNE SYSTEMS DUE: Tomorrow Sign me up PARTICIPATION NEW IMPACT REQUEST Thanks @noah for signing up! CSM JAKE Engineer NOAH
  25. 25. open approach to customer success
  26. 26. •  Enables core customer success engagements •  For customer success teams •  Best Customer Success Platform •  Total Customer Success •  Access, Participation and Impact •  Enlist the entire company to Customer Success CUSTOMER SUCCESS CENTER ZOE DNA-CXTM Totango Solutions Run on on Complete, Enterprise-Wide, Customer Success
  27. 27. 31© 2017 FORRESTER. REPRODUCTION PROHIBITED. Pre-purchase sales journey Post-purchase customer success journey All Employees Must Be Empowered With Customer Information
  28. 28. 32© 2017 FORRESTER. REPRODUCTION PROHIBITED. Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report Good Customer Experiences are Good for Business Retention loyalty Enrichment loyalty Advocacy loyalty The likelihood that a customer will keep existing business with the company The likelihood that a customer will buy additional products and services from the company The likelihood that a customer will recommend the company to others
  29. 29. Questions? kleggett@forrester.com Twitter: @kateleggett gnirpaz@totango.com Twitter: @guynirpaz Kate Leggett Vice President, Principal Analyst Guy Nirpaz CEO & Co-founder

×