1.
Mastering the Business of Customer
Success
Guy Nirpaz
Co-founder & CEO of Totango

2.
Author of
Farm Don’t Hunt
The Definitive Guide to Customer Success
Guy Nirpaz,
Founder and CEO of Totango

3.
1500 Attendees at the Customer Success
Summit
March 21-22, 2016
2013 2014 2015 2016
100
300
850
1500+

4.
Customer Success
is growing fast! 100
80
60
40
20
0
2012 2013 2014 2015
Source: Google Trends

5.
Recurring Revenue Business Model
Buy Now Subscribe
1999 Today
Focus is now on
Retention, Churn, Upsell and Customer Lifetime Value

6.
Any business has digital data about customers
Digital Products
Business Applications
Physical Businesses
Username
Password
Sign in

7.
The Farming
Paradigm

8.
The model is not
Hunting

9.
Customer Success is
Farming!

10.
Young Sapling
Needs close care to take
root

11.
Growing Tree
Constant nurturing & care
is needed to ensure a
successful harvest
season

12.
And Harvest

13.
GrowingNew
The RECURRING nature of the
lifecycle determines the operating
model
z
In Renew/Upsell
Cancelled

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

15.
The Methodology

16.
SUBSCRIBE
RENEW - $
UPGRADE - $$$
Funnel Management
Turn prospects into subscribers
Customer Success Management
Retain and grow subscribers
Active
Subscriber Cancelled –
000$
CANCELProspect
Rec. Revenue businesses are dependent on customer retention and upsell

17.
Customer Success: Proactively Impact Customer Lifetime Value
Onboarding
Nurturing
Renewal
Expansion

18.
GrowingNew
Nurture is what we do most of the time
z
In Renew/Upsell
30
days
30
days
305 days

19.
Drivers
Results
Risks
ONBOARDING
PROGRAMS
ONBOARDING
PLAYS
ON-GOING
NURTURING
USAGE BASED
CAMPAIGNS
SAVING
PROGRAMS
ESCALATION/
SAVING PLAYS
PLAYS
Drivers
RETENTION
PROGRAMS
PERIODIC EVENT-BASED
SUCCESS PROGRAMS & PLAYS
At Risk
In Harvest
Growing
New
Churn
--------------------
Retention
--------------------
Upsell
Save Rate
--------------------
Active Escalations
METRICS
Time to Value
--------------------
Satisfaction
Results
--------------------
Adoption
--------------------
Utilization
The Portfolio

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

23.
Thank you!