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Totango Tour Stop #8 – Toronto

We had a full house in Toronto and the venue was lively with Customer Success professionals.  Guy Nirpaz, CEO & Co-Founder at Totango kicked off the session. His discussion highlighted the importance of customer value over customer management. The session brought forth interesting questions for the attendees to think about – What recurring value do you offer your customers? In addition to the value provided, how should you be monitoring this value in order to develop an early warning system? We discussed what provides value to a customer and primary components to a successful health score:

  • How often is a user using your product?
  • What results is the user receiving?
  • Is the user fully utilizing the software?
  • What is the overall customer satisfaction?

When creating an early warning system composited of these all-encompassing data points, it is easy to see the value provided to the user and thus boost retention across all users.

We continued the evening with Jeff Cann, Director of Client Experience at Sysomos, as he shared why they chose to differentiate on service and what impact that differentiation has on their business. But, why would a highly successful social media intelligence platform choose to differentiation on service? For multiple reasons: if a user doesn’t fully understand how to use the social data gathered from Sysomos, it isn’t providing maximum value. Additionally, it’s about the complexity of the market and the diversity and magnitude of the customers. Sysomos chooses to deliver more than a product, they provide an advisor to help guide their Customer’s Journey. The results: over 95% renewal rates for their larger customers.

We concluded our presentation portion of the evening with Venk Chandran, Senior Manager, Strategy & Enablement at Salesforce who presented a very different approach to Customer Success than what Sysomos uses. In Venk’s presentation “5 Controversial Secrets” about Customer Success he shares that one of those secrets is to “scale first”; put programs in place from the beginning to allow your company the opportunity to scale. Venk found that by scaling early in the business’s development they were able to save time during the onboarding process and increase engagement in the early stages.

We finished up the event with networking and great conversation about 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.

  • Thanks so much for having us at this great event. Our team really enjoyed and we hope that the others there were able to learn something from us.

    Sheldon, community manager for Sysomos

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