Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
14. How can companies equip their customer-
facing personnel with the right information
about the customer in order to add value
with each interaction?
24. 1 - The Customer Base Constantly Changes
2 - Grovevs. Wild Forest
25. Constant Stream of Customer Data that makes meaning over time
Stream of indicators Customer Health
26. We need a constant monitoring technology to be proactive
Relational Database
/ Record Keeping
Passive
Sensors/Monitoring
Proactive
Messaging System
Reactive
Sales CRM Service CRM Totango
27. 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
32. 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
33. As your customer base grows,
scaling Customer Success becomes
complex and unpredictable
37. 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 keymetricsof adoption, value delivered,
utilization, operational incidents…
Engagement
Sensors
38. Simple, Smart, and Effective
Customer Success Technology
Team Performance
Campaigns
Retention Center
Account Scorecard
Mobile Portfolio Manager
40. Questions?
Kate Leggett
Vice President, Principal Analyst
kleggett@forrester.com
Twitter: @kateleggett
Guy Nirpaz
CEO & Co-founder
gnirpaz@totango.com
Twitter: @guynirpaz