The Customer Success Manifesto
Learn about the six guiding principles of great customer success.
If in this new world your customers must be farmed not hunted, then Customer Success is the farming paradigm.
Totango surveyed close to 500 professionals and analyzed more than 10,000 data points for its 2019 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry.
Customer-centric enterprises no longer focus exclusively on account management, customer support, or client services. Download this Totango ebook to learn about the 6 ways best-in-class companies are driving the highest levels of customer success.
Download our 2018 Customer Success Salary Report to see the results of our latest survey. Report includes detailed salary trends for customer success managers, vice president of customer success and director of customer success.
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 enables a customer-centric culture. Leverage Zoe’s conversational interface to access customer data and empower everyone to align on 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.