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Winning with Customer Success

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Smart SaaS companies win with these 6 principles for Customer Success.
It is the Keynote presentation for Maximize 2014, presented by Guy Nirpaz, CEO and Co-Founder of Totango

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Winning with Customer Success

  1. 1. Winning with Customer Success Guy Nirpaz | CEO & Co-Founder | Totango
  2. 2. INITIAL   REVENUE   RENEWAL   REVENUE   Churn: Key inhibitor to growth Renewal revenue: 5-10X initial sale Land-and-expand: Common SaaS growth model Customer Success is the new frontier for SaaS businesses
  3. 3. What is all about?
  4. 4. •  Customer loyalty is dead •  Days of customer lock-in are gone •  Cloud has changed the speed at which the world operates
  5. 5. 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 A new approach to Customer Success It’s all about keeping your promise to customers… … and driving recurring customer value.
  6. 6. Customer Journey: Understand,Measure,Drive Recurring Value •  Get to first value as soon as possible with onboarding •  Focus on customer success and ongoing value to contain churn •  Deliver new value to increase upsell and add-on sales DECREASE   VALUE   DECREASE   VALUE   CHURN   CHURN   GROW   VALUE   FIRST   VALUE   START   INCREASE   USERS   INCREASE     USAGE   EXPAND   FUNCTIONALITY   CHURN   ONGOING   VALUE   Onboarding   Adop7on   Renewal  &  Upsell  
  7. 7. Monitor and listen to your customers in real-time ü  Know which customers need your attention ü  Know why (so you can diagnose and take the right action) ü  Know at the right time (so you can have an impact) What you need: Sensors into customer value
  8. 8. over customer management
  9. 9. over words
  10. 10. over historical snapshots
  11. 11. over periodic check-ins
  12. 12. over high-value customers
  13. 13. over buyers and decision makers
  14. 14. 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
  15. 15. www.CustomerSuccessManifesto.com Join the Movement
  16. 16. Customer Success Management for subscription businesses •  Reduce churn •  Drive customer success •  Impact conversion rates •  Increase customer lifetime value   LEARN MORE? www.totango.com 1-800-634-1990  

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