Executive: I’m going into a meeting with my customer Globex. I quickly ask @zoe tell me about Globex to see details on the account and the most recent conversations by my team. After my meeting, I can add touchpoints to the Globex account via Slack and get my team working immediately on actions from the meeting.
Marketing: As a marketing manager, I’m organizing a conference and I want to find referenceable customers to participate as speakers or sponsors. I can ask @zoe show me referenceable customers, and I’ll get a list of all customers who have been designated as referenceable.
Product Management: As a product manager, I am preparing for a weekly meeting with a customer in my beta program. By searching Zoe from my web browser, I can easily see the customer’s recent behavior, activity, and usage of the product we’re testing.See Zoe Today
Sales: As an Account manager, I check Zoe in Salesforce to see how my accounts are doing so I can identify expansion opportunities. I can look for reference customers by looking for those who are healthy. Also, I can congratulate my recent wins when they have completed onboarding.
Support: As a support person, I look at Zoe in Zendesk to find out if a user is using the right features to get value. I can also see if this account is up for renewal, or at risk, and I can decide what’s the right level of service for them or if I need to connect them with different resources and people in my company.Sign up Free
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