Totango Announces Summit on The Customer Centric Enterprise

Media Inquiries: Contact Karen Budell, CMO

Media Inquiries: Contact Karen Budell, CMO


Totango announced today the first ever Customer Success Summit taking place on Thursday March 14, 2013 at the Bently Reserve in San Francisco, CA. The event is produced by Totango, together with the Software & Information Industry Association (SIIA), The Customer Success Management Forum (The Hotline Magazine), KJR Associates, Walkme and Avangate.

For the first time, a group of top software and internet executives from around the world will get together to discuss the major changes required in the software industry to invest more in customers. Marc Benioff from Salesforce recently called it the Customer Revolution, SAP touts their 360 Customer initiative and Oracle talks about Customer Experience as a top priority.

“This is the first event helping software executives make the leap from rhetoric to the real and substantial changes to the organization and customer-facing business processes needed to become customer centric in a hurry and to protect and grow customer revenues”, said Guy Nirpaz, Founder and CEO of Totango.

“We’re seeing this huge interest from our member companies, all software vendors, to learn how to focus more on their installed base and grow customer lifetime value. Software companies must now plan beyond customer acquisition, and think about customer retention and growing usage and adoption amongst software users.” -- Rhianna Collier, VP Software Division, Software & Information Industry Association (SIIA)

Shockingly, most software companies are not ready for the customer era. Past Totango research showed that over half of the $750 billion software being bought every year ends up never getting used, a problem well known by those in the industry as the all pervasive ‘shelf ware’.

The event is by invitation only for senior executives in software and internet companies. Expected in attendance are: Customer Success Execs, CEOs, Founders, Chief Revenue Officers, VPs Customer Engagement, VPs Marketing.

"There is no better way to iterate your customer success program than to hear what has worked well for others. I am already anticipating my 2013 plans to optimize based on what I will learn from this event.” -- Jeremy Malander, Director of Customer Success, Blue Jeans Network

This one day event will be split into two parts:

**Customer Centric Crash Course, 8 am - 12:30 pm**

Hear from leading experts on everything installed base revenues to increase customer retention and growing customer lifetime value. Our speakers will discuss topics like mapping the customer journey, customer marketing and building a customer success team.

**Unconference Roundtable - no sales pitches allowed! 1:30 pm - 5 pm**

Executives from the world's leading software companies like HP, Oracle, Zendesk, GetSatisfaction will share 5-10 minute short case studies to illustrate best practices, milestones, and tools that help.

Check back often at for a full lineup of speakers, which includes:

Atri Chatterjee, CMO, ActOn
“Most marketing and sales organizations are so focused on customer acquisition that they often forget that a highly successful business is one that not only acquires customers, but also retains them, and builds loyalty with them.”

Mikael Blaisdell, Publisher, The HotLine Magazine
“The emerging profession of Customer Success Management is the industry’s organizational response to the threat of churn. But CSM has much more to offer than just fire-fighting; it can become a significant profitability engine.”

To get more information regarding the Customer Success Summit and to request an invitation, contact Dominique Levin at or visit