From Customer Success Summit 2017 - Shai Rybak, VP Customer Success at Clicktale, discusses "Reducing Churn with Proven Monetization". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

1. Reducing Churn with Proven
Monetization

2. Shai
Rybak
• VP,
Customer
Success
at
Clicktale
• Many
many years
at
Pointofsale,
Retalix and
NCR
• Background
in
Software
Engineering
and
Professional
Services
• Two
years
ago
discovered
the
SaaS
world
and
fell
in
love

3. • Clicktale
reveals
consumer
behavior
of
the
digital
conversation,
delivering
insights to
delight
customers
and
create
more
value
• 230+
employees
in
San
Francisco,
Tel-­‐Aviv
and
London
• We
have
been
doing
this
since
2016,
with
great
focus
in
enterprise
companies
over
the
last
2
years

4. 4Confidential
Why do visitors churn on the route from Manchester-London?

5. SaaS
success
keys
Acquiring
customers
Monetizing
customers
Retaining
customers

6. Clicktale
success
keys
Acquiring
customers
Monetizing
customers
Retaining
customers
Analyze
behavior
Implement
change
Re-­‐analyze Monetize

7. Clicktale
success
keys

8. Our
specific
challenge
reveals
consumer
behavior
of
the
digital
conversation,
delivering
insights to
delight
customers
and
create
more
value
Delivering insights: how do you measure the implementation of those insights
and their contribution to the customer’s business?

9. Our
specific
challenge
We
are
as
strong
as
our
champion
is
in
his
organization.
This
champion
has
to
implement
our
recommendations.

10. Best
practices
-­‐ mindset
• Consultants
assigned
to
customers
• This
is
our
main
value
channel,
providing
actionable
insights
• Deliverables
are
monetized,
providing
the
champion
a
clear
reason
to
implement
them
• Push
for
adoption
and
self
usage
by
customer
• Track
our
champion
• Make
our
champion
shine
• Change
in
champion’s
role
immediately
increases
the
risk
of
churn
• Work
to
continuously
find
new
champions
in
other
business
units
• Work
up
the
organizational
ladder
and
present
executive
summaries

11. Best
practices
-­‐ systems
• Using
Sales
Force,
Jira
and
Totango
• Totango
Success
Plays
for:
• Running
behind
on
deliverables
• Usage
of
key
modules
by
our
champion
is
trending
down

12. Best
practices
-­‐ systems

13. Customer
story
• Canadian
telco
operator
• Champion
would
block
our
progress
by
not
allowing
to
provide
insights
and
at
the
same
time
would
not
use
the
system
• Worked
upward:
provided
business
insights
to
her
manager
at
no
cost
and
resold
him
the
value
proposition
• Worked
sideward:
by
getting
new
focal
points
and
turning
them
into
new
champions
• Customer
is
happy
and
will
be
upselling

14. Take-­‐away
• If
you
are
delivering
a
SaaS
B2B
solution,
your
champion
is
key
to
success
• Consulting
is
a
practice
that
can
nicely
co-­‐exist
with
Customer
Success

15. THANK YOU