Running a Recurring Revenue Business - Customer Success Summit 2016
Speaker: Jill Scarbrough It has been said time and time again that we are in the era of big data. Data is everywhere we look and it is only increasing. Tableau is on a mission to help people see and understand data, and the Customer Success organization is there to ensure our customers can do just that. In this session Jill will speak about best practices of implementing processes for an on premise Customer Success team to reach and maintain a 94% retention rate. You will walk away with a better understanding of the challenges that were overcome, the processes that were implemented to move the team from a reactive maintenance collections team to a proactive customer success team, the team's KPIs, customer segmentation for an ever evolving customer base, and the importance of hiring and ramping in a team whose personnel is doubling yearly. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.