The 5 traits that separate a GOOD CSM from a BAD CSM  

The 5 traits that separate a GOOD CSM from a BAD CSM

The growing focus on Customer Success and the important role it plays in renewals, cross-sells, advocacy, and more within organizations only amplifies the challenge of finding the right people to lead the charge.  The people that fill these roles need to have a specific skill set, but more importantly the personality, drive and passion to… (Continue reading)

Totango Tour Stop #6 – New York City  

Totango Tour Stop #6 – New York City

Stop #6 of the Totango Tour in New York City included three great speakers, a fun networking event with food and, a killer view of Times Square.  Our session, at the Resturant Above, featured Dustin Markowski, VP of Sales & Customer Success at Chartbeat and Sandeep Menon, Director of Customer Success at Sefaira, along with… (Continue reading)

Does Salesforce have the Right Ingredients to Become a Customer Success Platform?  

Does Salesforce have the Right Ingredients to Become a Customer Success Platform?

The signs are up already at Moscone declaring Salesforce as “The Customer Success Platform,” the topic of Tuesday’s keynote at Dreamforce 2014.  Whether or not it’s another stroke of marketing genius from Marc (remember “The Customer Company” and “The Internet of Customers”?), it’s awesome to see Salesforce bring Customer Success into the spotlight.  As an… (Continue reading)

Totango Tour Stop #5 – San Francisco  

Totango Tour Stop #5 – San Francisco

San Francisco was a great stop of the Totango Tour.  A large and enthusiastic group of customer success teams came to listen to our outstanding guest speakers including Kristen Hayer of The Resumator and Roberto Jusino of Autodesk, in addition to Guy Nirpaz, our CEO. Guy led the first session by talking about the importance… (Continue reading)

Announcing New Integration Hub: Driving Customer Success with richer data  

Announcing New Integration Hub: Driving Customer Success with richer data

We live in the age where businesses are striving to be customer companies – organizations centered completely around success of their clients. Building new products, educating, implementing, selling and supporting – all these efforts come together around one single business purpose that has never been defined more clearly than the definition of customer success. Revenue… (Continue reading)

When Should You Start Investing In Customer Success?  

When Should You Start Investing In Customer Success?

You’re an early stage startup — you’re focused on building your minimum viable product, winning your first customers, and trying to build your brand. You’re grinding, pushing toward success, and naturally, money is tight. The investment decisions, and the thinking behind them, are important in the early stages of a company – they set the… (Continue reading)

Totango Tour Stopped in Austin – Here’s What Happened  

Totango Tour Stopped in Austin – Here’s What Happened

Stop #4 of the Totango Tour was another great success. Our session last week featured Guy Nirpaz, CEO at Totango, and Shauna Osborne, VP Client Services at Innography, Inc. Shauna gave an awesome presentation about how Innography, an intellectual property business intelligence platform, maps Client Success.  She discussed how it’s important to adjust your Client Success… (Continue reading)

Should Customer Success Report to the CEO?  

Should Customer Success Report to the CEO?

Traditionally CEO’s have had a short list of direct reports, often splitting the responsibility of managing the executive team with the COO or President. More recently, CEO’s have expanded their staff and, with that, their direct reach into more aspects of the business. According to Harvard Business Review, “CEO’s have doubled the span of control… (Continue reading)

Totango Tour Stopped in Boston- Here’s What Happened  

Totango Tour Stopped in Boston- Here’s What Happened

For stop number three of the Totango Tour we headed to Boston earlier this week for a whirlwind of Customer Success events. We attended SuccessCon East on Wednesday followed by our Customer Success event and meetup on Thursday. SuccessCon East was an informative day of seminars and networking for Totango. The day was broken into… (Continue reading)

The Customer Economy: How Customer Health Drives Success for Modern SaaS Businesses  

The Customer Economy: How Customer Health Drives Success for Modern SaaS Businesses

If I start this blog by telling you that the world has changed, you are probably going to stop reading – in large part because it’s a well-known fact and hundreds, if not thousands, before me began their thoughts with the exact same proclamation. But please give me a few minutes of your time, so… (Continue reading)

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