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Customer Success Metrics to Drive Marketing, Sales and Support - Customer Success Summit 2015
 
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ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETING, SALES AND CUSTOMER SUCCESS Presented by Bill Macaitis, CMO, Slack Technologies About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
A day in the life of a Customer Success Manager
 
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As busy people, Customer Success Managers need to be able to prioritize their day in 10 minutes. Totango helps busy CSMs and executives to prioritize and focus on the accounts within their portfolio that require their immediate attention (and by doing so manage a bigger portfolio of customers). Rather than taking a traditional account management approach where a CSM has to cycle through his/her accounts every week or month or quarter, or where the focus is on accounts coming up for renewal, this approach allows customer success teams to scale in a smart way. Totango constantly monitors every account event and evaluate numerous signals of customer health (e.g., business outcomes, product usage, service utilization, support, surveys, etc) to compute, interpret, and generate events (alerts) that tell you what accounts you should focus on. Once notifications arrive in the the inbox, you can create a task to take care of it, pin it to your attention center if you need to do more research, or dismiss the notification if you don’t need to do anything. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Totango Customer Success Summit: Increasing Self-Service Adoption
 
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Access the slides here: http://www.slideshare.net/totango/customer-success-summit-increasing-selfservice-adoption Tomer Hason from WalkMe explains how to use technology to automate user onboarding, improve the overall user experience and increase usage and adoption of your solution. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Totango Enterprise Edition
 
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Enterprise Edition of Totango is now available! With this amazing new capability you can use Totango to get deeper visibility into your customers to proactively influence health and manage revenue at the right level by: -Visualizing your customer relationships across numerous relationship hierarchies -Managing customer success at every level -Tracking adoption and success of multiple products and geographies -Managing all of your channel partner success Watch this quick explainer video to learn what Totango's Enterprise Edition can do your complex organization. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.
Building Customer Success Organizations - Customer Success Summit 2017
 
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From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations". 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.
A day in the life of a VP of Customer Success
 
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As a busy VP of Customer Success, I need to be able to see the health of my entire customer base, monitor health trends over time, and evaluate the performance of every Customer Success Manager on my team — all in one centralized dashboard. With Totango I can track revenue, team performance and other key indicators that are important to my business. This helps track and manage the success of my team and their portfolios as well as keep an eye on revenue at risk across team members and segments and gather context on who may need additional help and attention.
Introducing Customer Success Campaigns by Totango
 
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Customer Success is all about keeping your customers engaged and happy. And communication is key to achieving this. Communicating with customers on the best ways to increase productivity, improve business outcomes, and achieve goals quickly, drives loyalty, retention, and growth. Totango takes customer data from your application and enables you to use that information to send relevant, personalized and meaningful messages, such as onboarding help, new feature overviews, and milestone check-ins, to the right customer segment at the right time. Check it out here: http://www.totango.com
90 Day Plan for the First VP of Customer Success - Customer Success Summit 2015
 
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90-DAY PLAN FOR THE FIRST VP OF CUSTOMER SUCCESS Presented by: Stephanie Schatz, SVP of Sales and Customer Success, Xamarin See the slides: http://www.slideshare.net/totango/stephanie-schatz-323-1400 About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Fireside chat - Enter the Chief Revenue Office The Rise of a New Corporate Role
 
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Following the Chief Operating Officer and the Chief Customer Officer, the role of the Chief Revenue Officer has emerged in several SaaS and software companies in the last few years. The underlying intent of this new role is to drive greater efficiency, growth, and predictability of revenue -- and to minimize silos of activity that impede building a cohesive revenue process. While the title has become more common, each company tends to define the role in a different way. All CROs have purview over Sales, but many oversee Customer Success and a few run Marketing as well. Join this discussion to hear how the CRO role can bring greater cohesion to the revenue process across marketing, sales, and customer success? How does the CRO balance new business acquisition with renewal and expansion revenue? What are the different organizational models that companies are testing around the CRO function? Is there any intrinsic divergence or conflict with the CCO role? What are some of the lessons learned from companies that have been early to institute this new role?
Seven Steps to Customer Success at Scale - Customer Success Summit 2015
 
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From Customer Success Summit 2015. Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale. In this closing keynote, TSIA executive director Thomas Lah leverages a recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas provides practical frameworks customer success organizations can leverage as they grow. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
The Art and Science of Customer Experience, Growth and Segmentation - Customer Success Summit 2015
 
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Presented by: Joel Knight Senior Director, Customer Experience, WP Engine Managing a growing customer base presents several challenges, especially if you have a wide range of customer size, scope and revenue. One common strategy is to divide that customer base into distinct segments, each with its own profile of needs, activities and metrics. In this session, we will talk about some best practices for a segmentation strategy to make it successful for you and your customers. Key takeaways: 1. How do you delight each customer with the right level of service and support? 2. How do you create internal alignment across people, process and technology for each customer segment? 3. How do you scale it all to meet your business and financial metrics? About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
How to Become a CCO - Customer Success Summit 2018
 
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Presented by Tal Tsfany, VP of Customer Success at Mulesoft, and joined on stage by Jamie Bertasi, COO at Totango. Customer Success team members need to think about value in terms of corporate objectives as well as customer objectives. Tal shares how to effectively communicate with company executives to show the value of customer success initiatives. View the presentation: https://www.slideshare.net/totango/how-to-become-a-cco-talk-the-talk
Accelerating The Customer Success Impact - Customer Success Summit 2018
 
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Presented by Guy Nirpaz, CEO and Co-Founder of Totango. Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy talks about how organizations can follow a modular approach to get results fast and accelerate impact across the enterprise. View the presentation: https://www.slideshare.net/totango/accelerating-the-customer-success-impact
[TRACK 2]  The First 90 Days - A Customer Success Implementation - Customer Success Summit 2017
 
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From Customer Success Summit 2017 - Brian Merritt, VP Customer Success at Trustpilot discusses, "The First 90 Days - A Customer Success Implementation Program". 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.
Totango for Customer Success (Overview)
 
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Screencast demonstrating using Totango for Customer Success. - Get notified when an account is at risk and other important notifications - Salesforce.com dashboard grouping your accounts by their lifecycle stage - Identify accounts that have not yet adopted a certain part of your product - or any other criteria About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Mastering the Business of Customer Success - Guy Nirpaz
 
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Mastering The Business of Customer Success Guy Nirpaz Founder & CEO, Totango
Using Science to Build Trusting Relationships - Customer Success Summit 2015
 
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Presented by Ed Powers Principal, Service Excellence Partners From Customer Success Summit 2015. All things being equal, people prefer to do business with people (and brands) they know, like and trust. This module describes how companies can systematically build stronger customer relationships throughout the customer life cycle by using the latest research in cognitive neuroscience. "Mindful" customer experience designs dramatically reduce customer churn and increase up-selling and referral revenue. KEY TAKEAWAYS: Trust is a key driver in customer loyalty, a factor that’s frequently overlooked Trust is acquired naturally through the process of reinforcement learning You can easily and systematically form bonds of trust by managing five critical moments in the customer experience About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Getting Onboarding Right Putting in Place The Foundation For Customer Success - Emilia D'Anzica
 
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Getting Onboarding Right: Putting in Place The Foundation For Customer Success Emilia D'Anzica VP, Customer Engagement, WalkMe
Three Often Overlooked Customer Success Strategies - Customer Success Summit 2017
 
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From Customer Success Summit 2017 - Don Peppers, Founding Partner, Author of The One to One Future, CXSpeakers discusses, "Three Often Overlooked Customer Success Strategies". 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.
How to Build an Effective Customer Health Model
 
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Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value? Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information. In this webinar recording, you'll learn how to build an effective health model to measure real business outcomes and drive retention. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
Customer Success Management Playbook - Totango
 
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Session three of Totango's Pro-Customer Playbook Course goes over customer success goals and approaches, methodology, use cases, metrics and more. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Framework to Build a Killer Customer Success Scorecard - Customer Success Summit 2015
 
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From Customer Success Summit 2015. Learn best practices for measuring and monitoring your Customer Success organization so you can constantly improve. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Mapping a Customer Journey That Drives Customer Growth - Customer Success Summit 2016
 
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Speaker: Ryan Engley Building a culture of customer success across your entire organization will improve efficiency, support buyer needs, and drive customer growth. Before getting there, you need to define your customer journey, and how every team and each individual’s work supports that customer journey. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.
Customer Success Manifesto
 
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Focus on: - 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 About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
How to create a customer journey - Totango
 
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Need to drive value to customers, for this we can create an use a customer journey, with different stages such as: - Trial Conversion - Onboarding - Build value - Expand value Key points in this process are: 1. Create and use the customer journey 2. Avoid that you are firefighting all the time 3. Use leading not lagging indicators 4. Listen, Learn, and then Engage 5. There is no one size fits all 6. Identify who is off track and take the right action About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
The 3 Pillars for Customer Success - Customer Success Summit 2015
 
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The 3 Pillars for Customer Success: Culture, Technology and Health Presented by: Jeff Cann, Sr. Director Client Experiance, Sysomos Whether you already have an Customer Success team up and running or are starting to build and deploy your team, this presentation will provide actionable and tangible insights on success for customer success teams that can be implemented for 2015. Key takeaways: 1. Driving Customer Success through Employee Success 2. High Tech, High Touch and the Customer Lifecycle 3. How the “Magic Number” can drive visibility and results See the slides: http://www.slideshare.net/totango/jeff-cann-324-1100 About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Totango Overview
 
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What is Totango all about? Grab a cup of coffee, hit play and find out! About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Zen and the Art of Customer Relationships - Customer Success Summit 2015
 
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From Customer Success Summit 2015. As CEO and co-founder of Zendesk, Mikkel Svane has seen how new technologies and customer experience are changing SaaS and subscription businesses. In this session you will hear his perspective on the seven key trends that are changing the way companies interact with their customers. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
How We Drive Change Management At Slack - Customer Success Summit 2017
 
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From Customer Success Summit 2017 - Rav Dhaliwal, Head of Customer Success, EMEA at Slack discusses, "How we Drive Change Management at Slack". 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.
Trial Conversion is Top Priority in SaaS
 
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Matt Childs interviews Guy Nirpaz, Co-Founder of Totango Totango is all about helping SaaS companies to be more successful by understanding their customers! About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Customer Success Management Playbook
 
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Session three of Totango's Pro-Customer Playbook Course goes over customer success goals and approaches, methodology, use cases, metrics and more. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Impacting Customer Success with Totango
 
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The SaaS model depends on expansion and upsell after the initial sale. Today customer success is very reactive. In the future customer success will be the ability of a company to proactively reach-out to clients and help them grow their business. This creates a great opportunity to engage customers, upsell and market to them. One of the advantages of SaaS, is the rapid innovation cycles: - 3 major releases a year, sometimes even more. - How can you make sure your customers are using all the new powerful features you are building - How can you make sure they are getting value from all this innovation. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
[Track 1]  Metrics That Bridge Sales and Customer Success - Customer Success Summit 2017
 
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From Customer Success Summit 2017 - Nate Richardson, Corporate Operations, Customer Success at xMatters, Inc., discusses "Metrics That Bridge Sales and Customer Success". 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.
Customer Success Summit 2016 Highlights Video
 
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Footage from Customer Success Summit 2016. View all of the on demand sessions here: http://www.totango.com/customer-success-summit-2016/
Simplifying Customer Success in Large and Complex Enterprises
 
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How do you manage customer success if your company sells multiple products into accounts? Across multiple regions? Or through a variety of resellers? All these variables can make your goal - delivering value to all product end-users - a challenge. Watch this webinar to hear from customer success veteran, Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, to learn why so many enterprise organizations struggle with simplifying customer success processes, managing all customers, and being able to accurately forecast recurring revenue. She is followed by Guy Nirpaz, CEO of Totango, who shares how enterprise organizations can break down the complexity by gaining visibility into all levels of their account relationships to grow revenue and drive greater product value and adoption. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.
The Evolution of Customer Success: from Break-Fix to Business Outcomes - Catherine Blackmore
 
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The Subscription Economy has given rise to the demand of a new way of managing customer relationships. In the last decade, Customer Success has emerged as a new department and profession to address this need. From our roots in Support, Services, and even traditional Account Management, Customer Success Management is changing rapidly. The demands of our customers for greater personalization, the mounds of customer data we must mine, the emerging technology we must master, and the scale we must embrace are all signs that we need to evolve. Get ready for the age of the Modern CSM.
Segments
 
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Learn about Segments and it's powerful capabilities.
Creative Approaches to Retention Marketing featuring Anne Janzer
 
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Webinar featuring Anne Janzer, Author of Subscription Marketing Drip emails and customer webinars are just the tip of the iceberg when it comes to customer retention marketing. Learn different methods! About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Shifting to an Outcome Focused World - Peter Armaly
 
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Tech companies historically made money by selling technology assets to customers and attaching services like support contracts and training. The advent of subscription-based consumption models has put increased pressure on the traditional revenue streams of technology companies. As customers switch from buying to renting, product transactions disappear and traditional support contracts designed to secure uptime are not attached. These changes are impacting the economic engines of product companies. TSIA is seeing more companies that historically only offered traditional product-attach services now experiment with services that help customers accelerate their adoption of technology or commit to helping customers achieve business outcomes. What role can Customer Success play in this evolution? What are the unique attributes of a mature Customer Success organization that can help ensure technology companies successfully make the leap?
Totango Interview with Meg Murphy
 
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As CMO, Meg Murphy shares how Totango helps deliver high quality client success experiences to create the best marketing asset. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Wrike on Customer Success Practices
 
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Totango interviews Nic Bryson, VP of Customer Success at Wrike, on their customer success practices and philosophy. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
The financial justification for Customer Success
 
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Thomas Lah, Executive Director of TSIA, explains the viable reason for technology-as-a-service companies to spend 3%-20% of revenue in customer success. Today companies spend over $1 to get $1 in incremental revenue from a new customer. However, to get $1 of revenue from an existing customer, it typically costs only $0.20 cents. While acquisition is important, the real margins are in renewals and expansion. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Clicktools on Customer Success
 
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Totango interviews Oliver Taylor, Customer Success Manager at Clicktools, on their customer success practices and philosophy.
The Story Behind "FARM DON'T HUNT The Definitive Guide to Customer Success"
 
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The Story Behind "FARM DON'T HUNT The Definitive Guide to Customer Success" Speakers Guy Nirpaz Founder & CEO, Totango Fernando Pizarro Principal, Pizarro Media
How To Get The Most Out of Your NPS Project - David Apple
 
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Typeform has evolved our process by implementing, pausing, improving, and re-implementing our NPS project. The most current version is scalable, mostly automated, delivers insightful metrics by any variable we want (e.g. by plan, geography, milestone, etc.), and we are able to track the financial value of promoters vs. detractors by integrating the NPS scores back into our financial data.
The Next Wave of Customer Success - Customer Success Summit 2017
 
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From Customer Success Summit 2017 - Guy Nirpaz, CEO & Co-Founder at Totango discusses, "The Next Wave of Customer Success". 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.
From the Beginning: Customer Success at Early Stage Start-ups - Customer Success Summit 2015
 
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From the Beginning: Customer Success at Early Stage Start-ups presented by Ari Klein Head of Customer Success, DocSend The value and power of prioritizing a Customer Success function and how it can drive growth for early stage start-ups. Three key takeaways: Customer Success is critical even at early stage start-ups You should have someone focused entirely on Customer Success earlier than you think Your ideal team member needs to be an "athletic generalist" About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
Impacting churn before it happens with Totango
 
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Any company who has an online service, eventually experiences churn. It's important to know is that churn is a lagging indicator. By the time a customer churns, it is too late to reverse the course. Asking them if they are about to churn will not help you either. Research shows that 80% of unhappy customers won't even fill out survey to warn you before they churn. The #1 driver of customer retention is knowing how your customers use your product, to understand the value they get from it. Usage & engagement are the true leading indicators of customer health. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com