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How Technology Will Reshape Customer Success
Maksim OvsyannikovChief Product Officer, Totango
@Maksim
The World has Changed(and your customers are changing with it)
25 billion gigabytes
customer datagenes sequenced
social networksmobile data
# devices
90% info available to us
generated in the last 2 years
Customer?most useful data aboutyour customers is recent
Your changing world is a world in which you know less and less about
your customers
How do we solve this problem?
technology
delight
never play
relate you had me
reinventdefense
at hello
wiserbetter
more helpfulfaster
more beautiful
CRM?
dataproblem
account management
Modern customer success process can only be optimized by taking a data-driven approach, not the CRM or an account management approach.
not
CRMsales automation
≠ customer success
Listen Understand Engage
listen
all signals of customer health
yourapp
understand
convert data to insights
engage
convert insights into action
listen
understandengage
Thank you
Maksim OvsyannikovChief Product Officer, Totango
@Maksim
