Zoe gives access to customer data to any employee and enables them to participate in cross-functional, proactive customer impacts.
We love it. Everyone is using it.
Can’t get Zoe out of my head…Keep thinking of more practical applications for her as I’m working on process development.
Zoe embodies the open approach to customer success; it empowers all employees to contribute to customer impacts.
Democratized customer data is available when and where employees need it, allowing them to work more efficiently with the customer top of mind.
Zoe makes customer impact the company strategy for growth and makes it so everyone can work in unison toward the shared goal of customer success.
Cross-functional teams can easily come together to lend their expertise and time on projects singularly designed to make impact on customers.
Anyone can see who has volunteered for Impact Steps, from a manager interested in employees’ participation to employees acknowledging great work.
Customers notice when a company’s products, services, and employees are focused on them, and respond with continued renewals and upsells.
The underlying data structure of Totango DNA-CX™ ensures that data doesn’t need to be perfect for meaningful insights and company-wide culture shift.
“Unlike other customer success solutions which drive top-down actions, what I like is that this approach drives from a bottoms-up perspective, customer visibility and a customer success culture throughout the organization.”
VP and Principal Analyst, Forrester
Forrester Blog: Customer Success Should Be a Team Sport | March 9, 2017
No special tool or login is required to gain access to the customer information needed for anyone to contribute to the customer cause.