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Customer Success as your revenue growth engine
Transcript of Customer Success as your revenue growth engine
Recurring Fee, and
An Online Service, with a
Impact Conversion Rate • Reduce Churn • Increase Life Time Value
increase in trial conversion
gain in sales and marketing program efficiencies
Sam Boonin, VP Products @ Zendesk
Putting the pieces together
from the initial sale.
of the revenues come from renewals and upsell.
Then most of your revenue comes
after the initial sale
And your best leads come from
UNLIKE cold leads:
take a long time
have a low conversion rate
Leads from happy customers:
have a short sales cycle
and a high conversion rate
happy customers "sell"
Build a customer success team
Drive product engagement & adoption
Impact churn positively
Upsell and cross-sell
Implement customer success processes, and tools that:
How? Follow the customer journey
and implement processes along it
reduction in churn
increase in user engagement
CEO @ Clarizen
You invest mostly in tools and processes for
Marketing automation (Eloqua, Marketo, Hubspot, etc.)
CRM (Salesforce, SAP, Microsoft, etc.)
Isn't it time to invest in
Process & Tools
These, and many others are investing in customer success using the same tool:
www.totango.com • 1 800 634 1990 • Guy@Totango.com
Research by Aberdeen Group
shows that companies which built a centralized customer intelligence database and incorporated customer insights into customer facing actions achieved:
customer lifetime value growth
higher retention rates
Delivering Real Results
Senior Research Analyst
Contact Center & Customer Experience Management at Aberdeen Group