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Zuora’s Customer Success Blueprint

One of the most engaging sessions at the Customer Success Summit 2014 was given by Tien Tzuo, founder and CEO of Zuora (the subscription billing company). Tien brilliantly described the process Zuora went through as a company by identifying customer success failures and challenges, regrouping and coming up with a Customer Success blueprint which is the operations guide for the company today.

It all started with a “glamping” off-site where no one could get any cell reception (no distractions!) to walk through the process of what their customers went through when using their product. Was it straightforward? Where did they get lost? Where is the value they’re trying to get to? Is this a positive experience? And from there, they came up with 9 pillars (not too few, not too many) that hold up the core values of their organization.

Watch Tien’s 20-minute presentation below:

Happy to get your feedback and thoughts…

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 battalion...as well as having grown oranges.

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