Winning with Customer Success Guy Nirpaz | CEO & Co-Founder | Totango
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
What is
all about?
• Customer loyalty is dead • Days of customer lock-in are gone
• Cloud has changed the speed at which the world operates
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.
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
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
over customer management
over words
over historical snapshots
over periodic check-ins
over high-value customers
over buyers and decision makers
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
www.CustomerSuccessManifesto.com
Join the Movement
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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