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Presented by Totango CEO, Guy Nirpaz, at Maximize 2014. The key takeaway is that Customer Success is the new frontier for SaaS businesses. With the market very much transformed by the subscription economy, it is imperative that SaaS companies need to take a new approach to drive recurring value to their customers and take the time to map out the customer journey.
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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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