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