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Making the Customer Journey Work - 3 Critical Processes

Do you have a defined customer journey at your company? One major step of customer acquisition and retention improvement is often found by looking inwardly. With a strong customer experience department, customer journeys can be guided to success.

In this CMSWire-hosted webinar, Totango and Kapost join a panel discussion on why customer experiences should not be treated as singular events but as an ongoing journey that needs to be continuously managed. The panelists discuss 3 crucial processes that should be in place to create a successful customer journey — achieving high retention rates and strong recurring revenues.
Recorded Sep 16 2014 58 mins
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Presented by
Riley Gibson, VP Customer Success, Kapost; Harry Hirschman, Director Customer Success, Totango; Tom Murphy, Editor, CMSWire
Presentation preview: Making the Customer Journey Work - 3 Critical Processes

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Listen, Understand, Engage
What does Customer Success mean to you and your organization?
Subscription and recurring revenue models are on the rise, and understanding your customers and delivering recurring value are now must-haves for your company.

By monitoring customer behavior and usage in applications – along with critical relationship data from CRM, billing, and other systems – Totango uncovers customer insights that help you understand which customers need your attention and why.

The result: an engaged and active user base that will help your business thrive… higher customer acquisition, lower churn, happier customers, and faster growth. With leading SaaS and cloud services companies running on Totango, we power insights for over 20 million users, and have developed the top benchmarks and best practices to guide them to their success.

Whether you're just getting started or if you're a seasoned CSM, subscribe to Totango's channel to follow the industry leader in Customer Success.

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  • Title: Making the Customer Journey Work - 3 Critical Processes
  • Live at: Sep 16 2014 7:00 pm
  • Presented by: Riley Gibson, VP Customer Success, Kapost; Harry Hirschman, Director Customer Success, Totango; Tom Murphy, Editor, CMSWire
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