Disrupting the Traditional Approach to Customer Centricity, Featuring Forrester Research

MEET ZOE Disrupting The Traditional Approach To Customer Centricity

Kate Leggett, Vice President, Principal Analyst - Forrester

Guy Nirpaz, Co-Founder & CEO -Totango

2 © 2017 FORRESTER. REPRODUCTION PROHIBITED.

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


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


Good Customer Experience Impacts Shareholder Value

Source: “The US Customer Experience Index, Q1 2015” Forrester report


Customers Are Willing To Pay A Premium For Good Customer Experiences


Forrester finds a willingness to pay a price premium increases exponentially with higher CX index™ scores


Onboarding

Driving adoption

Recognizing expansion opportunities

Companies Must Support The Customer’s Journey With Your Product During Their Life Cycle

Converting trials

Vendors Manage

Relationships

Vendors Deliver

Products


Customer success is about proac/vely managing customer rela/onships to impact churn, increase exis/ng revenue, and influence new sales.


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


CUSTOMER SUCCESS STRATEGY

CUSTOMER SUCCESS

DATA

CUSTOMER SUCCESS

PROCESSES

CUSTOMER SUCCESS

MANAGERS

Many Organizations Have Invested In Customer Success Managers


The workforce is changing…And so is the nature of the work

Millennials will form 44% of the workforce by 2025


Employees Today Seek Autonomy, Mastery, Purpose


Employees Touch Customers At All Stages Of Their Journey


Employees Must Be Connected To Their Customers To Deliver Positive Experiences…But Few Are

meet

CUSTOMER

LOCKED CUSTOMER SUCCESS BY A SINGLE FUNCTION

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

open approach to customer success

•  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


Pre-purchase sales journey

Post-purchase customer success journey

All Employees Must Be Empowered With Customer Information


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

Software

Disrupting the Traditional Approach to Customer Centricity, Featuring Forrester Research