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CS Summit Speaker Highlight: Processes that demonstrate the value of Customer Success to your firm

You have convinced your CEO that your company needs a Customer Success team. You have assembled a team of believers (that have never done Customer Success before) to get the job done. You’ve co-opted sales to bring your team in on the big deals to help show the value of your solutions. Your team worked hard to help convince the customer. Sales booked the deals, gave you the signed contracts and moved on for the next hunt. Revenue should be a piece of cake, right? Your team’s value should be self- evident, right? Your promotion to CXO should be any day now, right?

Wrong! Nothing could be farther from the truth – customer inertia, skepticism and resistance to change can delay product adoption and vaporize all the value you were going to bring to your customers and your company. How do you avoid this from happening?

The key is to get the processes for Customer Success in place. You need to think through the priorities you are going to set for your team, the data/metrics they will need to gauge their progress and a rigorous operating rhythm that lets you course correct as necessary.

In my session “Business Processes for Customer Success”, I’ll be sharing what Customer Success processes we have put in place at Litle & Co. and its continuing evolution as the team and its success grows.

Bala Janakiraman,  VP Customer Value, Litle & Co.

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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