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Building a culture of customer success through process and alignment – talking shop in Boston

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Last week we held our annual customer success event in downtown Boston at the beautiful State Room.  

State Room Boston View

Two of our awesome customers and I had the pleasure of presenting to a packed room on customer success culture, processes, and alignment.  The presentations were followed by a lively Q&A and networking event.

Totango Customer Success Event in Boston

Please read on for a recap of the presentations.

Our first speaker was the inimitable Lindsay White, Director of Account Management at Swipely.  Lindsay spoke about creating a culture of customer success at Swipley.  She advocated that building a great team is the foundation of great customer success because they are the ones that will build the organization in a sustainable and scalable way.  She also spoke about the key traits that she looks for when hiring Customer Success Managers – a technical ability and a personality that can take complex ideas and make them simple and understandable.  Check out her presentation to learn more.

I was up next and spoke about the 5 must-have customer success processes.  I speak with many of our customers and prospects on a regular basis and distilled their key initiatives into these five areas.  It all begins and ends with establishing measurable goals.  From there you should map the customer’s journey with your product, create comprehensive health scores, automate coaching for your team and drive customer nurturing.  Please share your feedback in the comments below.

Our last speaker was the insightful (no pun intended) Mike Provenzano, VP of Customer Success at InsightSquared.  Mike spoke about aligning customer success to the customer’s lifecycle.  He spoke about the customer journey map and how showing “first value” for InsightSquared customers is to prove business value as the first major milestone.  He covered their approach to building out customer success and how they already have put all of the processes covered in my presentation in place.

We are planning on holding more of these events around the US and Europe in the coming months, so make sure to visit Totango’s events page to see if we’ll be coming to your city.  If not, send us an email and make a request (hint: Paris).

Jill Rubin

Jill is a senior marketing and business development executive with experience leading successful teams in both large companies and startups. She has taken companies from early stage to strong revenue growth and propelled established businesses to industry leadership positions.

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