What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady. As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. However, by his second season in the league, Brady became the starting quarterback for the New England Patriots and led his team to their first Super Bowl title. Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. With his unfathomable number of records and wins, Brady is thought by many to be the greatest quarterback of all time and a true game changer.
This term applies to more than just athletes and sports, however. By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!).
Changing the Customer Success Game
In 2020, the COVID-19 pandemic turned the world upside down, seemingly overnight. Organizations across all industries were forced to completely change business models they’d followed for decades in just a matter of days. In particular, the pandemic forced companies to redefine and refocus on the customer experience. For industries like retail and hospitality, customers couldn’t shop in stores, dine in restaurants or attend major events anymore, so they had to quickly shift to accommodate these new needs. And on the opposite end of the spectrum, tech companies were being flooded with new customers desperately trying to find ways to connect and run their businesses, so this industry had to shift to find ways to better onboard and serve a vast influx of users.
This new focus on the customer shined a light on the gaping holes many companies had in their customer success strategies, and they began to seek out a solution that could help them integrate customer-centric practices throughout their operations. Unfortunately, many of the customer success platforms on the market today are clunky, expensive, and require copious amounts of precious time to set up and start using. Enter, Totango.
At Totango, our modern, goal-oriented customer success solution is changing the game by empowering businesses to accelerate their customer growth strategies through a platform that is easy-to-use, scalable, and free. Yes, free. In 2020, we launched the industry’s only free-forever customer success solution on the market that allows organizations of any size to get started in mere minutes. The reason we decided to offer our platform for free is that we understand that the best way to see whether a product can meet your needs or not, is to try it for yourself – and not just the pretty demo version or a two-week free trial that you probably won’t get around to using anyway. No, we wanted to give you the nitty-gritty, real deal so you can get your hands dirty and see if our solution is the one for you.
We’re also transforming the way businesses connect with their customers and rewriting the rules for customer engagement through tools like SuccessBLOCs, which enable teams across an organization to proactively engage with clients at every stage of the customer journey armed with the information they need to deliver best-in-class customer experiences.
Amid the constant changes from the COVID-19 pandemic last year, our customers changed the game in their own industries, adapting to the unknown with resilience and innovation by transforming their customer interactions at unprecedented speed. For example, our clients in the hospitality industry used Totango to pivot and survive by quickly embedding digital best practices straight from the Totango SuccessBLOC marketplace. Meanwhile, our digital-native customers, like Zoom, looked to Totango to support the immense challenge of onboarding millions of new customers.
Totango Sets New Records
We reached record-breaking numbers in customer growth and scale in 2020 with 313% percent growth year over year in new customers and additional ARR expansion across more than 60 percent of our customer base. We continued to cement our leadership as the customer success platform of choice for more than 5,000 businesses large and small, adding to our roster some of the world’s fastest-growing digital-first organizations, including WalkMe, SolarWinds, Zeplin, Cloud Kitchens, Carousel, The Sage Group, Aruba, an HPE company, and Dynatrace.
Totango was recognized as the most trusted, easiest-to-use Customer Success solution, winning multiple awards and honors in 2020 including one of G2’s 2021 Best Software Award. We solidified our leadership across 11 categories, including Customer Success, Customer Journey Analytics, Experience Management, Customer Data Platform, Business Intelligence and more, and our platform and product analytics tools won “Easiest to Use” from G2 as well as winning Best Feature Set and Best Usability from TrustRadius based on reviews and feedback from real Totango customers.
At Totango, we are unequivocally focused on making customer success frictionless to set up, learn and implement. As we launch into the rest of 2021, we are continuing to change the game by paving the way for organizations of all sizes to unlock valuable insights from customer data and orchestrate best-in-class customer engagements in just a few weeks, rather than the months or years it would take with traditional, old-school solutions.
Are you ready to start changing your customer success game? Let us help you accelerate customer growth! Get started for free today!