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Totango Tour – Palo Alto Event Recap

Our 10 city Totango Tour is near the end, and is finishing off on a strong note. Our second to last event was held in Silicon Valley at Gordon Biersch Brewery in Palo Alto, CA. The evening kicked off with a session on best practices featuring Guy Nirpaz, CEO & Co-Founder at Totango, Jonathan Hicken, Director of Client Operations at UserTesting, and David Lahey, VP of Customer Success at Jobvite. Each speaker discussed an interesting take on Customer Success, but all had one recurring theme – the importance of monitoring customer health.

Guy’s presentation was an in depth analysis about what components provide a quality customer health score including the following key elements:

  • Product Usage
  • Business Outcomes
  • Service Utilization
  • Customer Feedback
  • Support & Operations

Within this list he explained the first three are leading indicators, objective, and have 100% customer coverage, the last two are lagging indicators, these are subjective and have limited customer coverage. During his presentation, Guy talked about the importance of managing customers as a portfolio to be effective in driving customer success. “Customer Success is not about pipeline management (sales), or project management (professional services), or even ticket management (support).  It’s about portfolio management.  It requires a very different approach than any of the others to be effective.”  By enabling a CSM with an accurate health score composed of the right information they will be able to know, at any moment, which customer needs their attention and why.

Jonathan UserTestingThe second presentation came from Jonathan at UserTesting who talked about how they structure their Customer Success team. He shared that their team is grouped into pods. Each pod includes one Customer Success Manager for lifecycle management and value strategy, and three Customer Success Coordinators for daily engagement and monitoring of customer health. Similar to Guy’s presentation Jonathan emphasized the importance of understanding clients and accurately monitoring health scores as key tools for a successful Customer Success Team. You can view Jonathan’s presentation here.

david laheyDavid continued the conversation by sharing how Jobvite handles Customer Success. In line with Guy’s presentation David believes that good health and customer engagement are two separate and equally important metrics for a Customer Success professional. In addition, David shared that the main reason they choose Totango was for the real time data capabilities which enabled them to accurately monitor customer health and get early warning signals of any issue. He talked about Customer Success Management as an ever changing strategy saying, “a good Customer Success tool is like a CRM system – it is constantly evolving.” You can view David’s presentation here.

The evening continued with networking over drinks with all three presenters available to answer questions both about their companies and Customer Success.

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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