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Customer Success as a Main Metric

Today I talked to Dave Boyce, the CEO of Fundly to hear his angle about Customer Success.

Fundly is a social fund raising business which help people rase money for causes they care about. Fundly don’t charge anything to get started and rewarded only based on customer success, meaning it only get paid if the fund has been successfully raised and that makes customer success the main metric Fundly measures and analyses.

In order to push for customer success, Fundly set up the “Social Ninja” Program which is basically a collection of Social Media Marketing experts that their sole goal is to bring to their customers success and by that to increase company revenue.

In today SaaS and web application world, customer success become more and more popular as the customers are in the center and they decide which service give them value and help in “relieving their pains”. Of course customers will choose to only pay for what truly give them value and this is where customer success becomes the goal of any successful SaaS business.

What about you? do you know how to measure you Customer Success?


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Guy Nirpaz

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank well as having grown oranges.

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