Seven Steps to Customer Success at Scale - Customer Success Summit 2015

April 17, 2015
From Customer Success Summit 2015. Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale. In this closing keynote, TSIA executive director Thomas Lah leverages a recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas provides practical frameworks customer success organizations can leverage as they grow. 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. Learn more at http://www.totango.com
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