Totango Blog: Your Guide to Managing the Customer Journey

Customer Success Business

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The Business of Customer Success

Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their existing customers (customer base).

I would like to offer a business perspective to organizations and professionals that are setting up their customer success teams. Companies that treat customer success as a business function are the ones who are on the right path to succeed. When it is being treated as a business, the business of securing and growing recurring revenue from the customer base, the mindset and the organizational dynamics support a successful customer success function.

The alternate approach where customer success goals are defined with the perspectives of ‘Customer Satisfaction’ or ‘Customer Health’ are confusing the organization, and instead of focusing on the goals, many of those teams, focus on the means.

Along those lines, you may find the presentation below useful to understand relationship between managing the customer success business, the customer success and the process, technology and best-practices that companies apply in order to accomplish that.

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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