White Papers and Reports

Check out our resources to understand how you can better manage, engage and drive value with your customers.

  • No Room for Small Dreams - Customer Success Summit 201830:20

    No Room for Small Dreams - Customer Success Summit 2018

    Our ability to achieve is only contained by the size of our dreams. Chemi Peres, son of former Prime Minister of Israel, Shimon Peres, and Managing General Partner and Co-Founder of Pitango, talks abo

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  • Guide to Successful Customer Growth

    Guide to Successful Customer Growth

    Customers will spend most of the customer lifecycle in the customer nurture stage. Known as the growth stage or adoption stage, nurture begins at the point of first value through customer renewal.

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  • Clicktale Aligns Around the Customer with Zoe

    Clicktale Aligns Around the Customer with Zoe

    In order to align their entire organization around real-time customer data, Clicktale gave their employees Zoe so they could make more informed business decisions and become customer-centric.

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  • Exceeding Customer Expectations with Proactive Service - Customer Success Summit 2018 (Track 2)31:25

    Exceeding Customer Expectations with Proactive Service - Customer Success Summit 2018 (Track 2)

    Speakers: Omid Razavi, Global Head of Product Success, Arnfinn Austefjord, Director, Product Strategy, at ServiceNow Customer Success and Customer Service should be seamlessly integrated to enable pr

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  • Success Operations 2.0 - Customer Success Summit 2018 (Track 2)23:35

    Success Operations 2.0 - Customer Success Summit 2018 (Track 2)

    Speaker: Shachar Avrahami Customer Success Operations Manager Feedvisor

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  • How We Moved Up the Maturity Model - Customer Success Summit 2018 (Track 2)22:52

    How We Moved Up the Maturity Model - Customer Success Summit 2018 (Track 2)

    Speaker: Rich Donnellan, Strategic Alignment at eVestment, a NASDAQ company. View the presentation: https://www.slideshare.net/totango/how-we-moved-up-the-maturity-model-cssummit18

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  • To Monetize of Not to Monetize- Customer Success Summit 2018 (Track 1)30:25

    To Monetize of Not to Monetize- Customer Success Summit 2018 (Track 1)

    Speaker: John Shaw, Vice President, Global Customer Success at JAGGAER (Formerly BravoSolution). View the presentation: https://www.slideshare.net/totango/to-monetize-or-to-not-monetize-cssummit18

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  • Leveraging Front-Line Customer Feedback - Customer Success Summit 2018 (Track 1)27:07

    Leveraging Front-Line Customer Feedback - Customer Success Summit 2018 (Track 1)

    Speaker: Mark Fordham, VP Customer Success & Account Management at PGI View the presentation: https://www.slideshare.net/totango/leveraging-frontline-customer-feedback-for-companywide-change-cssummit1

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  • Complete Guide to Customer Retention

    Complete Guide to Customer Retention

    A robust customer success strategy needs to involve the entire customer journey – not just onboarding or renewals. To maximize customer value, all stages need a specific plan to ensure customers get t

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  • How to Prove Customer Success ROI - Customer Success Summit 2018 (Track 3)23:06

    How to Prove Customer Success ROI - Customer Success Summit 2018 (Track 3)

    Speaker: Tal Tsfany, VP, Customer Success at Mulesoft. View the presentation: https://www.slideshare.net/totango/how-to-prove-customer-success-roi-cssummit18

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  • What I Have Learned From Building Successful CS Teams - Customer Success Summit 2018 (Track 3)31:25

    What I Have Learned From Building Successful CS Teams - Customer Success Summit 2018 (Track 3)

    Speaker: Ariel Utnik, Chief Customer Officer at Feedvisor, View the presentation: https://www.slideshare.net/totango/secrets-revealed-what-ive-learned-from-building-3-customer-success-teams-cssummit18

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  • Enterprise Customer Success Through Digital Engagement - Customer Success Summit 2018 (Track 3)31:25

    Enterprise Customer Success Through Digital Engagement - Customer Success Summit 2018 (Track 3)

    Speaker: Krista Glantschnig, VP, Global Head Digital Customer Engagement at SAP This session, taking examples from SAP, will focus on the role that digital engagement service can take in supporting al

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  • Customer Marketing: Scaling Customer Success Efforts - Customer Success Summit 2018 (Track 3)31:25

    Customer Marketing: Scaling Customer Success Efforts - Customer Success Summit 2018 (Track 3)

    Speaker: Tayanna Bigatti, Customer Marketing Manager at Trustpilot Overview of how Customer Marketing campaigns and initiatives promote product engagement to reinforce the value of your customer's inv

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  • Driving High Velocity Retention and Expansion - Customer Success Summit 2018 (Track 3)31:25

    Driving High Velocity Retention and Expansion - Customer Success Summit 2018 (Track 3)

    Speaker: Guy Marion, Former CMO, Autopilot, currently EIR, Matrix Partners. View the presentation: https://www.slideshare.net/totango/driving-high-velocity-retention-and-expansion-cssummit18

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  • Outputs vs. Outcomes - Why Your CS Team Must Understand the Difference - CSSummit1823:19

    Outputs vs. Outcomes - Why Your CS Team Must Understand the Difference - CSSummit18

    Speaker: Summer Weisberg, Director Customer Success at cloudbees Does your customer success team understand the difference between outputs and outcomes? More importantly, can they convey this message

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  • The Art and Science of Developing CSMs That Love Their Job - Customer Success Summit 2018 (Track 3)29:48

    The Art and Science of Developing CSMs That Love Their Job - Customer Success Summit 2018 (Track 3)

    Speaker: Christopher McNamara, VP, Customer Success at Glassdoor Does it really matter whether your Customer Success Managers love their jobs? In this session I explore the linkage between employee en

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  • The Volume Play - Customer Success Summit 2018 (Track 3)28:06

    The Volume Play - Customer Success Summit 2018 (Track 3)

    Speaker: Alyssa Edelman, Customer Success Team Manager at Greenhouse Software Learn about how Greenhouse leverages both proactive one-to-many strategies and reactive one-to-one communications to ensur

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  • From Cost Center to Experience Equation - Customer Success Summit 2018 (Track 2)25:41

    From Cost Center to Experience Equation - Customer Success Summit 2018 (Track 2)

    Speaker: Anand Janefalkar, Founder & CEO at UJET. View the presentation: https://www.slideshare.net/totango/from-cost-center-to-experience-equation-how-technology-is-shaping-modern-customer-interactio

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  • Using Product Usage to Expand Nation Wide with T-Mobile - Customer Success Summit 2018 (Track 2)27:55

    Using Product Usage to Expand Nation Wide with T-Mobile - Customer Success Summit 2018 (Track 2)

    Speaker: Rachel Donovan, Director of Customer Success at One Door. Our client said, “We don't know how to talk about the value we are getting from your software internally." We said, "let us help.” Jo

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  • 3 Ways Machine Learning Will Transform Your VoC Strategy - Customer Success Summit 2018 (Track 2)14:56

    3 Ways Machine Learning Will Transform Your VoC Strategy - Customer Success Summit 2018 (Track 2)

    Speaker: Jessica Pfeifer, Chief Customer Officer and Co-Founder at Wootric Voice of the Customer feedback exists in many channels, not just in your surveys. Learn how best-in-class companies use machi

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  • Using Health as the Framework for Company-Wide Alignment - Customer Success Summit 2018 (Track 2)24:36

    Using Health as the Framework for Company-Wide Alignment - Customer Success Summit 2018 (Track 2)

    Speaker: Katie Yagodnik, Senior Manager Customer Success at Monster. When Monster brought all their customer data together there was a huge AHA moment. For the first time ever, they established health

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  • Our Year-In-Review: Scaling To New Heights  - Customer Success Summit 2018 (Track 2)22:17

    Our Year-In-Review: Scaling To New Heights - Customer Success Summit 2018 (Track 2)

    Speaker: Patrick Horne, VP, Client Success at Phreesia View the presentation: https://www.slideshare.net/totango/our-year-in-review-scaling-to-new-heights

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  • My Lessons of Implementing B2C Customer Success - Customer Success Summit 2018 (Track 2)16:18

    My Lessons of Implementing B2C Customer Success - Customer Success Summit 2018 (Track 2)

    Speaker: Adam Patrick, Director of Customer Engagement at Planet Fitness View the presentation: https://www.slideshare.net/totango/my-lessons-of-implementing-customer-success-in-a-consumer-world-cssum

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