Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
14. Customer Value
over
Customer Management
Source: The Customer Success Manifesto
New
ON BOARDING
ACTIVITY
Growing
NURTURING
ACTIVITY
In Renew/Upsell
HARVESTING
ACTIVITY
Cancelled
SAVING
ACTIVITY
DRIVERS OUTCOMES
20. Think Fitbit connected to every user and customer
Alert for customers that
need attention
EARLY WARNING
SYSTEM
PROCESS &
WORKFLOW
CAMPAIGNS ANALYTICS
Drive user and account
behavior, adoption and
upsell
Analytics to predict
churn and upsell
Planning, execution,
and tracking of the key
business processes
PROACTIVE USER & CUSTOMER MONITORING
Monitor in real-time the key metrics of adoption, value delivered,
utilization, operational incidents…
Engagement
Sensors
21. Totango has the best product built on the best technology
Team Performance
Campaigns
Retention Center
Account Scorecard
Mobile Portfolio Manager
22. Benefits of Totango
Prevent and reduce customer churn
Create scalable customer engagements
Increase customer renewals and upsell
Improve Customer Success team productivity
Plan, track, and forecast recurring revenue
Segment and analyze your customer base
Slide 5: The Customer Success Charter (This chart may be duplicative to others)
ACV / CLTV (not clear what this means; dividing ACV by CLTV?); how about ("new seats, new modules, price increases”)
Slide 8: Totango is the only complete product…Good slide
For “Campaigns,” add “upsell” to adoption?
Do you want to add a horizontal “big data & machine learning” foundation layer?
Need to emphasize that only Totango monitors and engages customers at the user level
Visually – emphasize: user and account (how?)
Slide 9: Totango is the only complete product (screen shots) (I don’t think you need this slide – maybe a quick demo instead)
Since the screen shots are too small to read, I recommend adding a title for each screen, “Account Health,” “Process & Workflow,” “Campaigns” “Analytics,” “Mobile.” etc.
May be duplicative – you could add “Mobile” to the prior slide