Justifying a Renewal or Upsell Using Actual Customer Usage Data - Customer Success Summit 2016
Speaker: Ariel Utnik Many companies are quick to share the impressive ROI projections for their software, but very few companies are willing to circle back after a year of usage and validate their ROI based on real usage. Panaya has developed a unique way to translate real customer usage data to post-usage ROI, from financial to organizational assets. This creates mutual understanding between businesses and customers to justify renewal and upsell opportunities, and accredits the customer champion. In this session, you will learn about methodology, data collection, relationship management, and common pitfalls to avoid while using this process. 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.