MEET ZOE Disrupting The Traditional Approach To Customer Centricity
Kate Leggett, Vice President, Principal Analyst - Forrester
Guy Nirpaz, Co-Founder & CEO -Totango
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Source: September 12, 2014 “The CIO’s Blueprint For Strategy In The Age Of The Customer” Forrester report
Customers Control the Conversation That They Have with Businesses
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Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report
Good Customer Experiences are Good for Business
Retention loyalty
Enrichment loyalty
Advocacy loyalty
The likelihood that a customer will keep existing business with the company
The likelihood that a customer will buy additional products and services from the company
The likelihood that a customer will recommend the company to others
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Good Customer Experience Impacts Shareholder Value
Source: “The US Customer Experience Index, Q1 2015” Forrester report
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Customers Are Willing To Pay A Premium For Good Customer Experiences
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Forrester finds a willingness to pay a price premium increases exponentially with higher CX index™ scores
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Onboarding
Driving adoption
Recognizing expansion opportunities
Companies Must Support The Customer’s Journey With Your Product During Their Life Cycle
Converting trials
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Customer success is about proac/vely managing customer rela/onships to impact churn, increase exis/ng revenue, and influence new sales.
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CUSTOMER SUCCESS STRATEGY
CUSTOMER SUCCESS
DATA
CUSTOMER SUCCESS
PROCESSES
CUSTOMER SUCCESS
MANAGERS
Customer Success Takes Coordinated Effort Across Four Dimensions
DNA-CXTM
Dynamic No-Schema Active - Customer IndeX
Product Usage
Service Requests
Touch points Users
Customer Feedback
Financial
Customer Success Centric Data Model
Customer Success Center
Alert for customers that need attention
EARLY WARNING SYSTEM
PROCESS & WORKFLOW
CAMPAIGNS ANALYTICS
Drive user and account behavior, adoption and
upsell
Analytics to predict churn and upsell
Planning, execution, and tracking of the key business processes
DNA-CXTM
Totango is the only complete product in the market
Engagement
Sensors
• Enables core customer success Engagements
• For customer success teams • Best Customer Success Platform
CUSTOMER SUCCESS CENTER
DNA-CXTM Powered by
CS CORE: Onboarding, Adoption, Retention & Expansion
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CUSTOMER SUCCESS STRATEGY
CUSTOMER SUCCESS
DATA
CUSTOMER SUCCESS
PROCESSES
CUSTOMER SUCCESS
MANAGERS
Many Organizations Have Invested In Customer Success Managers
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The workforce is changing…And so is the nature of the work
Millennials will form 44% of the workforce by 2025
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Employees Touch Customers At All Stages Of Their Journey
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Employees Must Be Connected To Their Customers To Deliver Positive Experiences…But Few Are
1
2 3
Access
Participate
Impact
democratize customer data;
make accessible to anyone when
they need it
cross-functional teams can self organize and participate in
customer needs
initiatives and customer causes are created and
customer impact is made
Zoe responds immediately to your requests
@zoe, tell me about client-X
Here you go, @guy
Account: CLIENT-X Status: Paying Subscription: $100K Renewal Date: Next quarter Health: Good Usage: Trending up Support Tickets: 3 Success Manager: Jim More Info…
ACCESS
Sales example: they need references to close
business
@zoe, show me referenceable customers
Here you go, @guy
Name: Reference customers Count: 25 Value: $1.2M
MORE…
ACCESS REFERENCE CUSTMOERS
The entire company makes an impact on the customer experience. Organically swarm around the customer, forming teams oriented around a cause.
Team, I’ve got training tomorrow morning. Can I get resolution on the bug ASAP?
@jake, I can help. @zoe I will fix the bug today.
GOAL: Deliver on-site training by fixing a bug ACCOUNT: CYBERDYNE SYSTEMS DUE: Tomorrow
Sign me up
PARTICIPATION
NEW IMPACT REQUEST
Thanks @noah for signing up!
CSM JAKE
Engineer NOAH
• Enables core customer success engagements
• For customer success teams • Best Customer Success Platform
• Total Customer Success • Access, Participation and Impact • Enlist the entire company to
Customer Success
CUSTOMER SUCCESS CENTER ZOE
DNA-CXTM Totango Solutions Run on on
Complete, Enterprise-Wide, Customer Success
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Pre-purchase sales journey
Post-purchase customer success journey
All Employees Must Be Empowered With Customer Information
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Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report
Good Customer Experiences are Good for Business
Retention loyalty
Enrichment loyalty
Advocacy loyalty
The likelihood that a customer will keep existing business with the company
The likelihood that a customer will buy additional products and services from the company
The likelihood that a customer will recommend the company to others
Questions?
[email protected] Twitter: @kateleggett
[email protected] Twitter: @guynirpaz
Kate Leggett Vice President, Principal Analyst
Guy Nirpaz CEO & Co-founder