Customer Success Summit 2016: On-Demand

Industry-leading Customer Success professionals share best practices at the 2016 Customer Success Summit

  • Customer Success Summit 2016 Highlights Video1:48

    Customer Success Summit 2016 Highlights Video

    Footage from Customer Success Summit 2016. View all of the on demand sessions here: http://www.totango.com/customer-success-summit-2016/

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  • Fireside chat - Enter the Chief Revenue Office The Rise of a New Corporate Role39:51

    Fireside chat - Enter the Chief Revenue Office The Rise of a New Corporate Role

    Following the Chief Operating Officer and the Chief Customer Officer, the role of the Chief Revenue Officer has emerged in several SaaS and software companies in the last few years. The underlying in

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  • The Story Behind "FARM DON'T HUNT The Definitive Guide to Customer Success"29:53

    The Story Behind "FARM DON'T HUNT The Definitive Guide to Customer Success"

    The Story Behind "FARM DON'T HUNT The Definitive Guide to Customer Success" Speakers Guy Nirpaz Founder & CEO, Totango Fernando Pizarro Principal, Pizarro Media

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  • Customer Success Hero Awards - Customer Success Summit 20166:14

    Customer Success Hero Awards - Customer Success Summit 2016

    More info at: http://customersuccessheroes.com/

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  • Chief Customer Officer Panel: Championing Customer Success37:41

    Chief Customer Officer Panel: Championing Customer Success

    In many companies, having the Customer Success leader at the executive table is a relatively new development. In some, Customer Success is still subordinate to sales and marketing, though that is cha

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  • Selling Outcomes vs Software18:37

    Selling Outcomes vs Software

    Selling Outcomes vs. Software People want outcomes. If customers are the foundation of your organization, then ensuring multi-year relationships is imperative for recurring revenue businesses. You n

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  • Compensating and Incentivizing The Right Behavior For Customer Success - Luke Quanstrom19:51

    Compensating and Incentivizing The Right Behavior For Customer Success - Luke Quanstrom

    Compensating and Incentivizing The Right Behavior For Customer Success We all know incentives drive behavior, and behavior drives outcomes...but many times what we preach isn't modeled in what we pra

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  • Lessons Learned in Building a Best-in-Class Customer Success Organization - Remy Malan17:39

    Lessons Learned in Building a Best-in-Class Customer Success Organization - Remy Malan

    Building a Customer Success organization requires thinking through how you would like your customers to engage with you and then creating the internal organizational structure to best support that eng

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  • Shifting to an Outcome Focused World - Peter Armaly15:12

    Shifting to an Outcome Focused World - Peter Armaly

    Tech companies historically made money by selling technology assets to customers and attaching services like support contracts and training. The advent of subscription-based consumption models has put

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  • Customer Self-Sufficiency: A Different Approach to Customer Success - Aaron Fulkerson19:20

    Customer Self-Sufficiency: A Different Approach to Customer Success - Aaron Fulkerson

    Your customer success team can help increase the organic traffic to your company's web site when customers self-serve. Content today is the nervous system for a company's buyers and customer channels.

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  • Developing Your Customer Health Metrics at a Technical Company - Bill Lapcevic18:43

    Developing Your Customer Health Metrics at a Technical Company - Bill Lapcevic

    At the surface, the idea of a metric of customer health seems simple. Are they using the product? But when you start peeling back that onion, you find layer after layer of information that makes up

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  • To The Cloud: How the Digital Economy is Shaping Customer Success in Every Industry - Mary Stanhope12:55

    To The Cloud: How the Digital Economy is Shaping Customer Success in Every Industry - Mary Stanhope

    To The Cloud: How the Digital Economy is Shaping Customer Success in Every Industry Customer Success is most often tied to the world of enterprise software. However, the application of this disciplin

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  • Engaging for Success: Is Employee Engagement Key to Customer Success?16:49

    Engaging for Success: Is Employee Engagement Key to Customer Success?

    Engaging for Success: Is Employee Engagement Key to Customer Success? You may work hard to keep your customers happy by collecting their feedback and making investments to improve. But managing custo

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  • From Wall Street Financial Analyst to SaaS Leader - Jason Maynard22:09

    From Wall Street Financial Analyst to SaaS Leader - Jason Maynard

    From Wall Street Financial Analyst to SaaS Leader: Jason Maynard on the Economics of the Recurring Revenue Business Model Maynard will discuss the power of the recurring revenue model and why custome

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  • Members Come First: The Secret Sauce For Growing a Modern Business - Brian Frank12:52

    Members Come First: The Secret Sauce For Growing a Modern Business - Brian Frank

    Join this session to hear how users and members of online services have become the key to business success. Brian Frank will expand on this topic through the story of how LinkedIn grew its organizati

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  • Don't #@!% the Customer - 3 Steps to Being a Customer Driven Business - Jay Simons22:26

    Don't #@!% the Customer - 3 Steps to Being a Customer Driven Business - Jay Simons

    Jay Simons, President of Atlassian, describes its unique approach to being customer driven. Hear how the company behind one of last year's most successful tech IPOs gauges customer success. You'll lea

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  • Customer Success Without Friction: Lessons From an Industry Veteran - David Lahey27:30

    Customer Success Without Friction: Lessons From an Industry Veteran - David Lahey

    Customer Success Without Friction: Lessons From an Industry Veteran Customer Success is no longer in its infancy. As the industry matures, there is much we can learn from the lessons and experiences

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  • Mastering the Business of Customer Success - Guy Nirpaz18:48

    Mastering the Business of Customer Success - Guy Nirpaz

    Mastering The Business of Customer Success Guy Nirpaz Founder & CEO, Totango

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  • Should You Even Have a Customer Success Team - Tom Weeks15:09

    Should You Even Have a Customer Success Team - Tom Weeks

    Should You Even Have a Customer Success Team? Tom Weeks VP, Customer Success & Digital Strategy, Apigee

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  • From Failure to Meteoric Success Lessons From a Serial Entrepreneur - Alex Bard15:10

    From Failure to Meteoric Success Lessons From a Serial Entrepreneur - Alex Bard

    From Failure to Meteoric Success: Lessons From a Serial Entrepreneur Alex Bard CEO, Campaign Monitor

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