Since 2010, Totango has been leading the customer success conversation with the guiding principles for maximizing value to your customers and your business. As we look into 2020, the customer success manifesto is even more critical for businesses.Read on
Consistently providing value to your customers is crucial to success. Value is what customers are seeking and what they expect. Delight your customers. It's the key to retention and customer satisfaction.
In order to deliver the maximum value for your customers, actively monitor adoption and product usage to ensure they are deriving value from your product.
The adage "actions speak louder than words" has never been so important when it comes to customer success. Be proactive, spot early warning signs and opportunities, then take action.
Ensure you have an early warning system in place so you can spot opportunities before they're gone.
We must know what is going on with our customers at the moment, not after the moment. When we have a complete 360 degree view of our customers we can take actions to make the most impact on success.
Connect all of your customer data sources into a single unified view into the metrics that matter most and provides real-time alerts when changes happen.
Since we now know the health and status of our customers at any point in time we can engage them with relevant, automated communication.
Use SuccessPlays – an automatically triggered set of tasks or actions to automate workflows, allowing you to focus on the most meaningful activities right on time.
Every customer is a high-value customer. By following the principles above, you can treat every customer as equal regardless of the initial value. Think in terms of retention > expansion > referrals. An opportunity lies in every customer.
Deliver a more personalized, precise customer success experience at scale innovation like Dynamic Assignment.
Your day-to-day users crucial. They're the ones that are experiencing your product first-hand and, in the end, will have the most influence on decision makers when it comes to renewal and expansion.
Be customer centric. Listen to all your users, they're a great source of inspiration and can be the strongest driver of innovation.
“We chose Totango largely because we felt that they were going to be a good partner and Totango has proven to be a good partner."
keith strotdman, COO Customer first, SAP
"Companies like Totango, which I've been using for 3 years really helps us as it relates to how we scale and partner with our customers."
Jim Mercer, Head OF CUSTOMER SUCCESS
“Finally, for the first time, we have proactive customer data to determine customer health and take action. "
Katie Yagodnik, Senior Manager – customer success, MOnster