Totango Blog: your Guide to Managing the Customer Journey

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A deeper dive into the Customer Success Manifesto (Part 2 of 2)

After taking a moment to digest the first 3 customer success secrets: value over customer management, customer actions over words, real-time sensors over historical snapshots — let’s move on to the final three guiding principles from the Customer Success Manifesto.…

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A Deeper Dive into the Customer Success Manifesto (Part 1 of 2)

There’s a great deal of buzz around Customer Success today. And rightly so. In subscription and recurring revenue businesses, we cannot be successful without making our customers successful — day after day, month after month, year after year. Yet Customer …

Box’s S-1: The Customer Success Perspective

Since Box filed its S-1, there has been a lot of debate online about the health and viability of its business. Last week, Tien Tzuo of Zuora penned a strong defense of Box’s founder Aaron Levie, which I think is …

6 Customer Success Secrets

In the 2nd annual customer success summit last month in San Francisco, I’ve introduced the Customer Success Manifesto. If you are familiar with the agile software development manifesto will see a similar presentation style (visuals are updated to 2014 though). The Customer Success …