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Customer Success: Going Beyond the Old CRM Model

Sales, Marketing, and...Customer Success? There’s a new business function that’s growing faster than you think. Over the past few years, a new world of software has been developed to power this pivotal new department within subscription businesses -- going beyond the traditional CRM model of managing interactions with customers to focus instead on monitoring and measuring the real-time health of a customer’s experience.

Join this webinar featuring guest analyst, Kate Leggett from Forrester Research, Inc., to learn not just why you need this new organizational role, but also how to make it successful at your company. After Kate presents her research and findings, Jeff Cann, Sr. Director of Client Experience at Sysomos (MarketWired) will present how they built an effective Customer Success function along with lessons learned, best practices, and results.
Recorded Jan 28 2015 61 mins
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Presented by
Featuring Kate Leggett, Guest Analyst, Forrester Research, and Jeff Cann, Sr. Director of Client Experience, Sysomos
Presentation preview: Customer Success: Going Beyond the Old CRM Model

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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: Customer Success: Going Beyond the Old CRM Model
  • Live at: Jan 28 2015 7:00 pm
  • Presented by: Featuring Kate Leggett, Guest Analyst, Forrester Research, and Jeff Cann, Sr. Director of Client Experience, Sysomos
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