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Totango Tour Stop #6 – New York City

Stop #6 of the Totango Tour in New York City included three great speakers, a fun networking event with food and, a killer view of Times Square.  Our session, at the Resturant Above, featured Dustin Markowski, VP of Sales & Customer Success at Chartbeat and Sandeep Menon, Director of Customer Success at Sefaira, along with Totango’s Chief Customer Officer Omer Gotlieb.

The session was focused on best practices for Customer Success and on tips for building a great Customer Success team. Omer started the event by emphasizing the importance of product engagement and providing value to every user.  If you know us, you know that we will take any opportunity to evangelize being proactive with customers to make sure that they are consistently being offered reliable and relevant information.

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Dustin continued the conversation by giving us a look into the creation, and strategy, of the Chartbeats CS team. Dustin’s team was able to double (that’s 2X, people) product usage over all accounts by focusing on how their customers were using their product and learning how to help them achieve their goals.

Sandeep also echoed the importance of having a dedicated Customer Success team that is knowledgeable about their customers’ industries in order to understand their needs. He also shifted the conversation to product usage to reaffirm the importance of knowing how customers are using Sefaira by stating, “You cannot manage what you do not measure.” If you do not know how your customers are using your software it makes it much more difficult to maintain Customer Success and reduce churn.

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Each of our speakers shared awesome and insightful stories with the group.  We were able to learn about industry specific strategies that allowed for a well rounded and interactive session.  Thanks, Dustin and Sandeep!

Next stop on the Totango Tour is Seattle on November 5th (details to be announced soon).

 

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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