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Totango Tour Stop #5 – San Francisco

San Francisco was a great stop of the Totango Tour.  A large and enthusiastic group of customer success teams came to listen to our outstanding guest speakers including Kristen Hayer of The Resumator and Roberto Jusino of Autodesk, in addition to Guy Nirpaz, our CEO.

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Guy led the first session by talking about the importance of providing customer value in order to boost retention.  As he put it, “the days of ‘checking in’ with customers are over.”  What does that mean for customer success?  Instead of reaching out blindly to customers to check in with them, leverage their interaction data to see where they may need attention and help them with information or data that will help alleviate issues.

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Kristen followed Guy with a riveting talk on how The Resumator changed their customer success division in a strategic way that led to a 20% reduction in churn – an astounding number!  Their mission was simple – kill churn – and they did so by undertaking a comprehensive plan that ensured that her team had good data that gave them real-time snapshots of customer health.  She also reiterated Guy’s belief in not “checking in” with customers, by discussing how her team created a playbook to offer value to customers for every scenario that they might encounter.  It was a lot of work, but those efforts were duly rewarded with such drastic reductions in churn.

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Roberto followed Kristen with an insightful and engaging talk on how to set up a customer success program in 120 days. You read that correctly.  His team was on day 92 of that 120 day plan at Autodesk when he presented and they have already achieved many of their major milestones. According to him, a key step in the journey is having customer personas defined by customer success, not product.  Segmenting users and tracking their behavior allows them to send targeted marketing and customer success campaigns that ensure that customers onboard and adopt.  He also reiterated the importance of having technology in place that gives CS teams real-time health scores of their different customers in order to maintain competitive advantage.

DSC_0856Following the session was a networking event bringing together the San Francisco Customer Success community.  People were able to exchange ideas developed through personal strategies and learn from their peers about Customer Success. Overall we had a great event with some of the most influential Customer Success professionals in the Bay Area! Next up on the Totango Tour is New York City on October 9, 2014.

Josh Webber

I'm the Marketing Manager at Totango, planning events and working to spread the word about Customer Success. I'll see you on the road- at tradeshows, meetups and roadshow sessions. Do you have an event where you would like to see us? Let me know! When I'm not planning events, I like to rock climb, play music, and spend time exploring San Francisco.

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