2018 Customer Success Salary Survey & State of the Profession Report
Download Totango's 2018 Report to see the results of our latest survey.
Determining the customer journey is the first step in establishing a customer success strategy. It essentially maps out the ideal path to attain recurring value for your customer so that your organization gets recurring revenue.
A robust customer success strategy needs to involve the entire customer journey – not just onboarding or renewals. To maximize customer value, all stages need a specific plan to ensure customers get the right level of engagement at the right time.
The first 90 days will decide the fate of most implementations. While the complexity of your product could shift the timeline, if a customer feels let down during onboarding, then the journey ahead could be precarious.
Customers and customer success teams will spend most of the customer lifecycle in the nurture or growth stage. Also known as the adoption stage, customer nurture begins at the point of first value and continues until the customer renews; then the process starts again.
Zoe empowers every role and department within an organization to align around the customer, enabling a customer-centric company culture. With the power of Zoe at your fingertips, you can leverage Zoe’s conversational interface to access customer data and get others in your company involved in customer success missions.
For most companies, driving product adoption is a top priority in retaining and expanding the customer base. With high product adoption, companies can easily turn existing customers to product advocates, providing social proof that leads to more new customers.