SAN FRANCISCO, CA -- (Marketwired) -- 03/19/14 -- The Customer Success Summit -- Totango, the leader in customer success and user engagement management, today published a flagship declaration for the burgeoning customer success profession, called The Customer Success Manifesto. The Customer Success Manifesto was written in collaboration with Totango's customers and leaders in the customer-success community.
The announcement was made at the Second Annual Customer Success Summit in San Francisco.
"Making customers successful goes way beyond just successfully managing them," said Totango CEO Guy Nirpaz. "Companies need a new way of working to make sure that every customer is successful, engaged, and getting the value they expect. The Customer Success Manifesto is a declaration of guiding principles for this emerging area of business."
The Customer Success Manifesto is as follows:
Market Realities Today
Customer loyalty is dead...
The days of customer lock-in are gone forever...
Cloud has changed the speed at which the world operates...
New Rules for New World
Customer Success is imperative for business success...
Making customers successful goes beyond customer management...
Sensors into customers for real-time insights are essential...
The Guiding Principles of Great Customer Success
Value over customer management
Customer actions over words
Real-time sensors over historical snapshots
Contextual engagement over periodic check-ins
All customers over high-value customers
All users over buyers and decision makers
To learn more about the Customer Success Manifesto and join the modern customer success movement, please visit The Customer Success Manifesto website.
Totango is the leader in customer success and user engagement for cloud apps. The company helps SaaS vendors and online subscription services take a data-driven approach to reducing churn and driving customer success, product adoption, and trial conversion. Totango monitors customer behavior and usage in applications -- along with critical relationship data from CRM, billing, and other systems -- to generate insights on customer health and engagement. The company's platform combines big data analytics with powerful segmentation and predictive tools to guide vendors in taking the right actions with each customer to create an active, engaged user base.
About the Customer Success Summit
The Customer Success Summit is the most important gathering of customer success professionals and experts in the world. Held each year in San Francisco and sponsored by Totango, the 2014 Customer Success Summit brings together CEOs, industry analysts, and customer success executives and professionals from some of the world's best companies including Evernote, Box, Zuora, American Giant, and Jobvite under one mission: exploring how to put the customer first.
To learn more about the 2014 Customer Success Summit, please visit www.customersuccesssummit.com.