Totango recently sponsored a gathering of customer success professionals named “The Customer Success Management Forum” organized by Mikael Blaisdell from the Hotline Magazine. It was an awesome evening with customer success pros from Bluejeans Network, Clarizen and Zuora speaking about many of issues facing this young profession. We will publish highlights from the evening in 2 parts. In part 1 you can learn more about these three customer success heroes and their background, what to look for in a perfect customer success manager and what are the tools of the trade. In part 2 you will learn about key performance indicators, metrics and who should own the customer success function. Stay tuned!
1. The Customer Success Heroes
Each of the panel speakers introduces themselves and how they came to be in the customer success profession, featuring:
Jeremy Malander, Bluejeans Network, Director of Customer Success
Joshua Santos, Clarizen, Director of Customer Success
Liz Donohue, Zuora, Senior Manager Customer Success
2. What do you look for
It seems that the perfect customer success manager is hard to come by!
3. What are the Tools
The panel discussed the tools of the trade: 1. Salesforce.com (as central customer repository) 2. BlueJeans (for face-to-face meeting) 3. Totango (to measure customer engagement) 4. Clarizen (to manage training and professional services engagements) 5. Insideview (to alert to changes in the business of customers)
In the future, we hope to organize more informal meetups “for and by customer success professionals”. Stay tuned by signing up for this Customer Success Meetup. Also check The Hotline Magazine for more forums organized by Mikael Blaisdell.