The term ‘customer success’ (CS) has earned a bad name in today’s enterprises, as early CS efforts focused solely on reducing customer churn – in other words, doing the minimum necessary to keep angry customers from bolting for the door.
In today’s customer-focused digital era, true CS must focus on empowering success along the entire customer journey, from presale to conversion to post-sale support and upsells.
Totango addresses this multifaceted CS challenge with DNA-CX, a big data platform that pulls together all the information about customer interactions both before and after the sale.
On top of this platform, the vendor offers Spark, a goal-oriented solution to help drive faster results. Spark contains SuccessBLOCs, which are modules that support various steps on the customer journey that can be used individually or in combination.
Zoe, which also runs on DNA-CX, enables the entire enterprise to participate in Customer Success by offering access to customer data across the organization, not only the CS team. After all, in the digital era, everyone is responsible for customer success.
Originally published at https://intellyx.com/2018/04/27/totango-customer-success-along-the-entire-customer-journey/