Customer Success Play by Omer Gotlieb, Chief Customer Officer at Totango, at the 2014 Customer Success Summit.

1. Produced by
Customer Success Summit 2014
Customer Success Summit 2014
How to have fun in Customer
Success while providing value to
your customers
Presenter: Omer Gotlieb, Totango
Email: omer@totango.com
Twitter: @omergotlieb

2. Produced by
Customer Success Summit 2014
About me and my company
• Co-Founder and Chief Customer
Officer at Totango
• REALLY enjoying working with all
Totango’s customers….
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• Customer Success Platform
• We eat our own dog food and drink
our own champagne

3. Produced by
Customer Success Summit 2014
What led me to Customer Success
• Exactly the same things that led me to start
Totango
– Fanatic about data and value
– Hate being sold to
– “Let me play with this first” vs. long long
implementation projects
– Customer Love…
• Started my career as a techie… but quickly
shifted to customer facing roles
• 15+ years in Product Management, Professional
Services, Sales and Customer Success
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4. Produced by
Customer Success Summit 2014
Having Fun at Customer Success –Why?
Feels like you’re working in a hospital?...
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5. Produced by
Customer Success Summit 2014
Having Fun at Customer Success –Why?
Celebrate Wins - Moments of Customer Love
• Improve your metrics (retention, referrals)
• Energy boost for the CS team and the entire
company
• Momentum…
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6. Produced by
Customer Success Summit 2014
How?
Be Proactive – Drive to Value
• Identify where you can help
• Proactively run engagement campaigns
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START
FIRST
VALUE
ONGOING
VALUE
NEW
VALUE

7. Produced by
Customer Success Summit 2014
• Feature Adoption
– Identify users who are not using an important feature, and
educate them on why and how
• Find Data Insights
– There’s gold in your customer data – find it and share
• Share Best Practices
– People are eager to learn from other companies
• New people training
– Identify new users added and offer training
• Say Thank You (tshirts, mugs, notes..)
– Identify your champions and show them you value that
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Recommended Plays

8. Produced by
Customer Success Summit 2014
• Increased Engagement
• Customer Love/Advocacy
• Customer for life….
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Expected Results
“You
guys
rock!”
“I
already
built
and
showed
this
to
my
CEO,
WOW!”
“Thanks
for
sending
this
over
Omer.
Really
great
stuff
yesterday.
The
updates
are
going
to
be
huge
for
us!”

9. Produced by
Customer Success Summit 2014
Lessons Learned:
• Lesson #1 – Have the right data
– Know: Why, When, Who
– Right Sensors (user level, feature usage, frequency)
• Lesson #2 – Be Intelligent
– Don’t be generic
– Tailor the engagement play to the right audience
• Lesson #3 – Measure Impact
– Increased engagement
– Improved customer health
– Customer Advocacy
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10. Produced by
Customer Success Summit 2014
Q & A
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11. Produced by
Customer Success Summit 201411
Winning in 2014!
Think
Big
Start
Small
Move>>Fast!