Totango Blog: Your Guide to Managing the Customer Journey

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7 highlights from the customer success hangout

Last week I was joined by customer success pros Chad Horenfeldt (Influitive), Jon Herstein (Box), Roni Feldsher (Clarizen), Mikael Blaisdell (HotLine Magazine), and our very own Guy Nirpaz (Totango). In the minutes leading up to our live stream Hangout, these fellas were playing around with all the fun Google effects — further confirming, Customer Success folks are totally human after all.

Before you hit play, here are some highlights from our discussion:

  • Customer success activities should drive the customer to value.
  • Customer success compensation: not incentivized getting upsells, but rewarded for identifying upsell opportunities.
  • Tracking usage is not enough, you should also track value. By the time you realize inactivity, it may be too late.
  • Customer success is more about relationship building – so things like CSAT surveys, ongoing adoption rates, churn rates are indicators of how that relationship is progressing.
  • Customer success should be a part of the (sales) pipeline meetings.
  • Examples of flag-worthy events for CSMs to look out for:
    • first value (then lead to additional value)
    • signs of successful onboarding
    • admin/advocate change (when your supporter switches roles/companies)

They’ll also be discussing:

  • What they’re tracking to justify customer success
  • Compensation (purely “all volunteer crew” because their CSMs are so passionate about customers 😉 )
  • How to measure Customer Success
  • What are their favorite bands

Enjoy!

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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