Webinar presentation: New technology is changing the game in how companies achieve a customer-centric culture. Hear from guest Kate Leggett, VP Principal Analyst from Forrester Research, Inc. and Guy Nirpaz, CEO and Co-founder of Totango, as they discuss current trends in customer success and new ways in which companies are organizing around the customer. Totango will also discuss Zoe, its unrivaled product that breaks down silos and enables company-wide participation in customer success.

1. MEET ZOEDisrupting The Traditional Approach To
Customer Centricity
Kate Leggett, Vice President, Principal Analyst - Forrester
Guy Nirpaz, Co-Founder & CEO -Totango

2. 2© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Source: September 12, 2014 “The CIO’s Blueprint For Strategy In The Age Of The Customer” Forrester report
Customers Control the Conversation
That They Have with Businesses

3. 3© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report
Good Customer Experiences are Good for
Business
Retention
loyalty
Enrichment
loyalty
Advocacy
loyalty
The likelihood that a
customer will keep
existing business
with the company
The likelihood that a
customer will buy
additional products
and services from
the company
The likelihood that
a customer will
recommend the
company to
others

4. 4© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Good Customer Experience Impacts
Shareholder Value
Source: “The US Customer Experience Index, Q1 2015” Forrester report

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Customers Are Willing To Pay A Premium
For Good Customer Experiences

6. 6© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Forrester finds
a willingness to
pay a price
premium
increases
exponentially
with higher CX
index™ scores

7. 7© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Onboarding
Driving adoption
Recognizing
expansion
opportunities
Companies Must Support The
Customer’s Journey With Your Product
During Their Life Cycle
Converting trials

8. Vendors
Manage
Relationships
Vendors
Deliver
Products

9. 9© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Customer
success
is
about
proac/vely
managing
customer
rela/onships
to
impact
churn,
increase
exis/ng
revenue,
and
influence
new
sales.

10. 10© 2017 FORRESTER. REPRODUCTION PROHIBITED.
CUSTOMER
SUCCESS
STRATEGY
CUSTOMER
SUCCESS
DATA
CUSTOMER
SUCCESS
PROCESSES
CUSTOMER
SUCCESS
MANAGERS
Customer Success Takes Coordinated Effort
Across Four Dimensions

11. DNA-CXTM
Dynamic No-Schema Active - Customer IndeX
Product Usage
Service Requests
Touch pointsUsers
Customer Feedback
Financial
Customer Success Centric Data Model

12. Customer Success Center
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
DNA-CXTM
Engagement
Sensors

13. • Enables core customer success
Engagements
• For customer success teams
• Best Customer Success Platform
CUSTOMER SUCCESS CENTER
DNA-CXTMPowered by
CS CORE: Onboarding, Adoption, Retention & Expansion

14. 14© 2017 FORRESTER. REPRODUCTION PROHIBITED.
CUSTOMER
SUCCESS
STRATEGY
CUSTOMER
SUCCESS
DATA
CUSTOMER
SUCCESS
PROCESSES
CUSTOMER
SUCCESS
MANAGERS
Many Organizations Have Invested In Customer
Success Managers

15. 15© 2017 FORRESTER. REPRODUCTION PROHIBITED.
The
workforce
is
changing…And
so
is
the
nature
of
the
work
Millennials
will
form
44%
of
the
workforce
by
2025

16. 16© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Employees Today
Seek Autonomy,
Mastery, Purpose

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Employees
Touch
Customers At All
Stages Of Their
Journey

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Employees Must Be Connected To Their
Customers To Deliver Positive Experiences…But
Few Are

19. meet

20. CUSTOMER

25. 1
2
3
Access
Participate
Impact
democratize
customer data;
make accessible
to anyone when
they need it
cross-functional
teams can self
organize and
participate in
customer needs
initiatives and
customer causes
are created and
customer impact
is made

26. Zoe responds immediately
to your requests
@zoe, tell me about
client-X
Here you go, @guy
Account: CLIENT-X
Status: Paying
Subscription: $100K
Renewal Date: Next quarter
Health: Good
Usage: Trending up
Support Tickets: 3
Success Manager: Jim
More Info…
ACCESS

27. Sales example: they need
references to close
business
@zoe, show me
referenceable customers
Here you go, @guy
Name: Reference customers
Count: 25
Value: $1.2M
MORE…
ACCESS
REFERENCE
CUSTMOERS

28. The entire company
makes an impact on the
customer experience.
Organically swarm
around the customer,
forming teams oriented
around a cause.
Team, I’ve got training tomorrow morning.
Can I get resolution on the bug ASAP?
@jake, I can help. @zoe I
will fix the bug today.
GOAL: Deliver on-site training by fixing a bug
ACCOUNT: CYBERDYNE SYSTEMS
DUE: Tomorrow
Sign me up
PARTICIPATION
NEW IMPACT REQUEST
Thanks @noah for
signing up!
CSM
JAKE
Engineer
NOAH

29. open approach to customer success

30. • Enables core customer success
engagements
• For customer success teams
• Best Customer Success Platform
• Total Customer Success
• Access, Participation and Impact
• Enlist the entire company to
Customer Success
CUSTOMER SUCCESS CENTER ZOE
DNA-CXTM
Totango Solutions Run on on
Complete, Enterprise-Wide, Customer Success

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Pre-purchase
sales journey
Post-purchase customer
success journey
All Employees Must Be Empowered With
Customer Information

32. 32© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report
Good Customer Experiences are Good for
Business
Retention
loyalty
Enrichment
loyalty
Advocacy
loyalty
The likelihood that a
customer will keep
existing business
with the company
The likelihood that a
customer will buy
additional products
and services from
the company
The likelihood that
a customer will
recommend the
company to
others

33. Questions?
kleggett@forrester.com
Twitter: @kateleggett
gnirpaz@totango.com
Twitter: @guynirpaz
Kate Leggett
Vice President, Principal Analyst
Guy Nirpaz
CEO & Co-founder