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Totango Blog

Marry Value and Insight

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Why Customer Success Is The Next Big Thing (Totango POV)

What does our CEO Guy Nirpaz have to say about Customer Success? Marry the business objective to help customers see more value with the deep knowledge of what they need. The subscription business model has made the software industry a services business where you need to consistently make your customers happy and deliver recurring value. It triggers a big snowball effect of translating value into happy customers and more revenue.

Why Customer Success Is The Next Big Thing from Totango on Vimeo.

Let’s take it down a notch from this high level thought leadership and talk about the practical ways to address this need.

How do you deliver value? Where do you get started? What can you do? Do you know what your customer journey is like (both ideal and the reality)?

Let’s have our Chief Customer Officer, Omer Gotlieb, walk you through how to create a customer journey. It’s important to understand the different stages your customer goes through, and when you plan the customer journey, make sure you’re not caught in the habit of firefighting issues all the time.

How to Create A Customer Journey from Totango on Vimeo.

If you haven’t already – make sure you don’t miss the customer success event of the year: Customer Success Summit on March 19th! Use code blog50 for $50 off registration. You’ll be impressed with the amazing speaker lineup as well as the individual case studies that you can use as guidelines for planning your customer success strategies and defining the customer journey for your business.

Hope to see you there!

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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