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Customer Success Chronicles: Clarizen Brings the Customer’s Voice to the Executive Level

Not all superheros wear capes, this one wears a nice shirt. I sat down with Roni Feldsher, Director of Customer Success at Clarizen to discuss what Customer Success means to them. We also got down to the nitty gritty on what they do for retention, churn and making their customers happy.

 

 

What does a Customer Success Director do? What is Clarizen’s Customer Success philosophy?

Roni Feldsher: A Real Customer Hero from Totango on Vimeo.

“We think it’s important for the customer success to have its own VP because this means the customer’s voice is being heard at the executive level.”

The Success of Customer Success from Totango on Vimeo.

Here Roni talks about the importance of real-time visibility, metrics to keep an eye on, and laying out a good foundation for user adoption. “Preventing churn, that actually starts when the customers join us.” We couldn’t have said it better.

Roni Feldsher, Clarizen: Let’s Talk Metrics, Churn, and Retention from Totango on Vimeo.

Last but certainly not least, Roni shares his top  3 favorite Totango features that make life a lot simpler when it comes to understanding his customers daily activity and making sure he and his team are on top of it.

Roni Feldsher – Clarizen: Totango features I can’t live without from Totango on Vimeo.

For Clarizen’s customer success team knowing that their customers could never think of replacing them or going back to their old methods is the ultimate win and show of customer love.

Ellis Luk

I’m the marketing and communications manager at Totango – but you can call me Chief Content Officer. When I’m not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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