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Winning Customer Success Tech

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Totango
Totango

Customer Success Summit 2016 General Session Presented by: Maksim Ovsyannikov, Chief Product Officer, Totango

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Winning with Customer Success Technology Maksim Ovsyannikov Chief Product Officer @maksim
HOW TO WIN
People Technology Two untapped forces
HOW TO WIN With Technology
Who is the winner? BUSINESS WEEK FAST COMPANY Apple Google Toyota GE Nintendo BuzzFeed Facebook CVS Health Uber Netflix
Who is the winner? BUSINESS WEEK FAST COMPANY Apple Google Toyota GE Nintendo BuzzFeed Facebook CVS Health Uber Netflix
Approval Ratings Nurses Pharmacists Physicians High School Teachers Journalists Accountants Lawyers Business Executives Members of Congress We are just above the very low
(so that you don’t have to stare at Bill Cosby) Even BILL COSBY is above
So what gives?
CHANGING THE DNA
WINNING and DNA
WINNING and DNA
We have implemented enough tech!
So much choice? CRM? HR?Support? Marketing?
Meetings Contracts Leads OpportunitiesAccountsTickets Surveys Customer Success Campaigns Business Processes
Technology Business Process Customer Success or
Technology Force License to login or
The organism End Goal
Subscription Operating System
Two key operating system components Understand React
Understanding New data category Signals Needs Behaviors Outcomes
Reacting In real time Automatically Accurately Via the right channel With a WOW
Totango - Simple, Smart, Effective Extended Enterprise Entire Supply Chain React in real time Reach everycustomer Measure success Win
Bringing it all together Satisfaction Account Management Accounts and Products Support Campaigns Usage & Engagement CUSTOMER SUCCESS
Feel Good
Feel the URGE
Winning with Customer Success Technology Maksim Ovsyannikov Chief Product Officer @maksim

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