Presented by Totango CEO, Guy Nirpaz, at Maximize 2014. The key takeaway is that Customer Success is the new frontier for SaaS businesses. With the market very much transformed by the subscription economy, it is imperative that SaaS companies need to take a new approach to drive recurring value to their customers and take the time to map out the customer journey.

1. Winning with Customer Success
Guy Nirpaz | CEO & Co-Founder | Totango

2. INITIAL
REVENUE
RENEWAL
REVENUE
Churn:
Key inhibitor to growth
Renewal revenue:
5-10X initial sale
Land-and-expand:
Common SaaS growth model
Customer Success
is the new frontier for SaaS businesses

3. What is
all about?

4. • Customer loyalty is dead
• Days of customer lock-in are gone
• Cloud has changed the speed at which the
world operates

5. VALUE
over
customer management
CUSTOMER ACTIONS
over
words
REAL-TIME SENSORS
over
historical snapshots
CONTEXTUAL ENGAGEMENT
over
periodic check-ins
ALL CUSTOMERS
over
high-value customers
ALL USERS
over
buyers and decision makers
A new approach to Customer Success
It’s all about keeping your
promise to customers…
… and driving recurring
customer value.

6. Customer Journey: Understand,Measure,Drive Recurring Value
• Get to first value as soon as
possible with onboarding
• Focus on customer success and
ongoing value to contain churn
• Deliver new value to increase
upsell and add-on sales
DECREASE
VALUE
DECREASE
VALUE
CHURN
CHURN
GROW
VALUE
FIRST
VALUE
START
INCREASE
USERS
INCREASE
USAGE
EXPAND
FUNCTIONALITY
CHURN
ONGOING
VALUE
Onboarding
Adop7on
Renewal
&
Upsell

7. Monitor and listen to your customers in real-time
ü Know which customers need your attention
ü Know why (so you can diagnose and take the
right action)
ü Know at the right time (so you can have an
impact)
What you need: Sensors into customer value

9. over
customer management

10. over
words

11. over
historical snapshots

12. over
periodic check-ins

13. over
high-value customers

14. over
buyers and decision makers

15. VALUE
over
customer management
CUSTOMER ACTIONS
over
words
REAL-TIME SENSORS
over
historical snapshots
CONTEXTUAL ENGAGEMENT
over
periodic check-ins
ALL CUSTOMERS
over
high-value customers
ALL USERS
over
buyers and decision makers

16. www.CustomerSuccessManifesto.com
Join the Movement

17. Customer Success Management for subscription businesses
• Reduce churn
• Drive customer success
• Impact conversion rates
• Increase customer lifetime value
LEARN MORE?
www.totango.com
1-800-634-1990