Podcasts about totango

In this special episode of Sales Pipeline Radio from the Forrester B2B Summit 2025 marketplace floor, Matt spoke with Karen Budell, CMO at Totango. Don't miss an episode! Subscribe to Sales Pipeline Radio or tune in live Thursdays at 11:30 PT | 12:30 MT | 1:30 CT | 2:30 ET on LinkedIn (also available on demand). In just 20 fast-paced minutes, host Matt interviews the brightest minds in sales and marketing, delivering actionable advice, best practices, and insights for B2B sales and marketing professionals. Sales Pipeline Radio was recently recognized as one of the 25 Best Sales Management Podcasts and Top 60 Sales Podcasts—don't miss out! You can subscribe right at Sales Pipeline Radio and/or listen to full recordings of past shows everywhere you listen to podcasts! You can even ask Siri, Alexa and Google or search on Audible!

In this episode of Topline Spotlight, hosts Sam Jacobs, AJ Bruno, and Asad Zaman speak with Keith Frankel, Chief Product Officer at Totango, to explore the intricacies of merging company cultures post-acquisition. Keith shares his journey from founding enterprise AI companies to leading product teams at Totango, highlighting the challenges of integrating distinct cultures and product lines. The discussion delves into strategies for addressing cultural divides, emphasizing the importance of confronting uncomfortable issues to foster a unified company identity. Keith also outlines operational changes that blend teams across regions and enforce consistent processes.   Catch new episodes of Topline Spotlight every Thursday and full episodes of Topline every Sunday.   Want more from Pavilion?   Subscribe to Topline Newsletter written and edited by Asad Zaman.   Join the free public Topline Slack channel to engage with hosts, guests, and other listeners.   Listen to The Revenue Leadership Podcast with Kyle Norton every Wednesday.  

In this episode of TOP CMO, Ben Kaplan sits down with Karen Budell, CMO of Totango, to explore the challenges and opportunities of navigating a high-speed merger with competitor Catalyst. Karen shares her journey from journalist to marketing leader, offering insights on aligning teams, crafting compelling brand narratives, and integrating diverse marketing strategies. Discover how Karen's background in storytelling and content marketing informs her approach to customer success and growth, and learn why she champions non-traditional career paths. Whether you're a marketing enthusiast or a business leader, this episode is packed with actionable advice on building stronger teams, driving customer retention, and leveraging thought leadership.

This episode features an interview with Karen Budell, CMO, Totango + Catalyst. Totango and Catalyst recently joined forces to build a leading customer growth platform that helps businesses protect and grow revenue, providing businesses with a united platform that drives recurring revenue success and measurable growth.In this episode, Karen talks about leading a marketing team through a merge. She talks about the importance of customer success and investing in the full marketing “bowtie” to focus on retaining customers.Key Takeaways:Post-merger, marketing teams need to harmonize the brand and messaging, the product, the tech stacks and more. While this is a challenging process, it allows you to take the best from each company and present a unified brand that fosters trust. Start with outcome-based conversations when talking to prospects to make sure you understand their objectives before you complete the sale. Your customers' success is your success. Don't just invest in the marketing funnel. Invest in the full marketing “bowtie”. Retaining and growing current customers is very important. Quote: “We stood up a sales enablement and go-to-market enablement role and function within the marketing org. So reporting up to me, but a dotted line to the CRO's organization. And part of the reason that I thought that that was a great fit and was so successful was because you really want to make sure that your frontline team understands who your target audience is and what your galvanizing story and narrative is all about. So, being close to the marketing team that was working on that messaging and positioning and the programs and events really helped create a nice bridge and reinforce the partnership that we had with our sales team.”Episode Timestamps: *(4:18) The Trust Tree: Outcome-based conversations with customers *(16:02) The Playbook: Updating the website post-merger*(33:24) The Dust-Up: CMOs that come from a brand focus*(39:59) Quick Hits: Karen's quick hits Sponsor:Pipeline Visionaries is brought to you by Qualified.com, the #1 Conversational Marketing platform for companies that use Salesforce and the secret weapon for pipeline pros. The world's leading enterprise brands trust Qualified to instantly meet with buyers, right on their website, and maximize sales pipeline. Visit Qualified.com to learn more.Links:Connect with Ian on LinkedInConnect with on Karen Budell on LinkedInLearn more about Totango + CatalystLearn more about Caspian Studios

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. The first 60 days as a Chief Marketing Officer (CMO) set the tone for leadership and strategy. Without a well-thought-out plan, a CMO risks inefficiency, and missed opportunities, and may struggle to establish clear priorities, align the team, and make meaningful progress toward strategic goals. Today, Karen discusses the first 60 days of a CMO. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. The first 60 days as a Chief Marketing Officer (CMO) set the tone for leadership and strategy. Without a well-thought-out plan, a CMO risks inefficiency, and missed opportunities, and may struggle to establish clear priorities, align the team, and make meaningful progress toward strategic goals. Today, Karen discusses the first 60 days of a CMO. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. For far too long in marketing, we've focused on customer acquisition at the cost of our existing customer base. Yet, collaboration between marketing and customer success presents an opportunity to retain customers and maximize their lifetime value, fostering growth from within our existing customer pool. Today, Karen discusses why Chief Customer Officers sit next to CMOs. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. For far too long in marketing, we've focused on customer acquisition at the cost of our existing customer base. Yet, collaboration between marketing and customer success presents an opportunity to retain customers and maximize their lifetime value, fostering growth from within our existing customer pool. Today, Karen discusses why Chief Customer Officers sit next to CMOs. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Transitioning from a Product-Led Growth (PLG) motion to an enterprise sales motion requires strategic alignment and effective change management within a SaaS Marketing team.In this week's episode, we discussed the challenges and considerations in this transition with Karen Budell, the CMO of Totango + Catalyst, two SaaS software companies collaborating to drive sustainable revenue through customer relationships. Budell highlights the significance of grasping the nuances of the buyer's journey and understanding the shift in market dynamics when transitioning from a PLG approach to targeting enterprise customers.She also focuses on the importance of change management during this transition and tackling challenges head-on to ensure a successful integration and go-to-market strategy. She likened it to moving in with a partner and combining belongings, emphasizing the necessity of open and honest conversations within the team.This episode also touches on the importance of thought leadership and the role of written content, industry events, and proprietary events in marketing. Executives involved in mergers and acquisitions within the SaaS industry and marketing professionals interested in transitioning marketing strategies from PLG to enterprise sales will find value in Karen's insights.Key takeaways from this episode:Why early learnings, customer feedback, and market insights are essential for crafting a successful merger strategyThe crucial role thought leadership plays in influencing the buying committeeThe need for alignment, transparency, and clear communication in agency relationshipsOther resources to check out:Interview with Vinay Bhagat, Founder and CEO of TrustRadius who publishes a yearly report about how B2B buyer behavior is changing.The Lead Gen Mistake I Guarantee You're Making – how to create content that better identifies intent from today's b2b buyer.And, if you want an outside look at your content with actionable advice, take advantage of our Content Audit. Valued at $20K in free consulting---Is your messaging a sales ally or sneaky saboteur? Let us help with our free content audit.We'll look at your website's messaging, content, and conversion potential from the eyes of today's buyer and deliver a presentation with new combinations to more sales conversations and demos. And the best part? It's absolutely free. Get started today!

Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamps 0:00 - Preview & Intros 4:00 - Control Your Customer 5:50 - Interpreting customer experience 8:17 - STO framework 11:30 - Segmenting customer accounts and tracking engagements 15:40 - Customer happiness is over-rated? 18:40 - Celebrating every customer win as a CSM Damien has spent the last 20 years building, selling, and implementing SaaS. Since the inception of CS, he has worked to develop and refine best practices for revenue-focused customer success teams, helping hundreds of CSMs master their trade. He has served as a leader and advisor in Customer Success. "The richest relationships I've ever formed with customers have come on the heels of exceptional value delivery." — Damien Howley ___________________________

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like: - The changing job market and customer expectations - Aligning CS with revenue and business outcomes - Standardizing practices while keeping the human touch - Major industry moves and consolidation Get an insider's perspective from one of CS's most respected voices - with some surprises along the way. A must-listen for CS pros at any level. Timestamps: 0:00 - Preview & Intros 3:44 - Pulse 2024 at St. Customer Success 5:23 - Nick's Pulse 2024 outfit 10:20 - The state of CS in 2024 18:00 - The lack of accountability 18:53 - The term "Customer Success" is vague 22:40 - Customer Success is a part of the product 25:59 - Nick's priorities for the rest of 2024 & BS! ___________________________

Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance. Timestamps 0:00 - Preview & Intros 3:10 - Customer Success at Percona 4:30 - Customer Success Account Managers 7:07 - Breaking into Customer Success 10:55 - Fostering relationships with customers to focus on value delivery 18:30 - Prioritising High Touch & Tech Touch 22:10 - Utilizing Product Advisory Board 24:00 - Difference between Product Advisory Boards & Customer Advisory Board 27:30 - Hiring for Customer Success Roles 35:16 - Closing ___________________________

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset. Timestamps 0:00 - Preview, BS, & Meet Seth Terbeek 4:05 - Effectiveness of phone calls and texting in a business setting 7:06 - What is Customer Transformation? 11:40 - Creating a customer transformation department to increase renewal dollars 16:40 - Sharing customer information cross-functionally and centralizing information 20:44 - the need for focusing on managing accounts and addressing friction separately 26:46 - Finding the right customer experience balance 30:00 - Customer Transformation Goals 2024 32:36 - Change management and training for using Plan Hat effectively 34:10 - Plan Hat coffee and its Swedish origins 36:46 - Failing forward, creating safe spaces, and customer-centric thinking 41:30 - Recognizing areas for improvement, & customer journey map 47:06 - CS Meetup, London 48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop 50:30 - Closing ___________________________

Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values. ___________________________ #updateai #customersuccess #saas #business ___________________________

#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business ___________________________

Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company's business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.  Jonathan Corbin, former Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about  How Hubspot identifies different categories of customers Engaging and nurturing relationships to deliver a great customer experience Team segmentation & secrets to the motivating and progressive culture at Hubspot  Aligning cross-functionality in team “Providing customers a delightful experience is deliberate, it doesn't happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That's NOT true." - Jonathan Corbin Timestamps 0:00- Preview & Intro 2:30 - HubSpot, as a holistic solution for GTM teams 4:27 - Fostering relations with customers across different segments 11:00 - Maintaining company culture 17:00 - Using Hubspot internally 19:00 - Aligning teams cross-functionally 29:42 - Closing #updateai #customersuccess #saas #business ___________________________

#updateai #customersuccess #saas #business Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell. Timestamps 0:00 - Preview 1:20 - Josh forgets to record, Mickey joins Restaurant365 7:32 - Meet Kris 8:49 - Is having CS report to the CRO a good idea? 11:22 - Commisioning CSMs for retentions and upsells 14:14 - What does a CS Ops analyst do? 18:35 - Managing a team of 260 CSMs 21:10 - Ensuring customer enablement and engagement 25:00 - Kris rehired and outsourced work to former employees during Covid-19 30:05 - How does this outsourcing work at Restaurant365? 32:20 - Focus on Minimizing Customer Turnover and Payroll 35:00 - AI in CS 38:50 - Benchmarking customers against their competitors 42:00 - Closing ___________________________

Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to explore the challenges and strategies in articulating and delivering value to customers. Timestamps 0:00 - Preview 0:58 - BS & Intros 3:30 - How does a CCO work with customers? 4:40 - Where is Kate Middleton? 7:00 - Making the customer a success 9:00 - Articulating the value of the product to customers 13:50 - Planning customer success, measuring and assessing data 16:45 - Collecting customer data to create solid foundations 18:35 - How to use AI for customer insights & recommendations 23:15 - Best conversations for customers' success & technical success 25:40 - How to build a scalable customer success process for small businesses? 30:15 - CS This or That 32:14 - CSMs spent 33% of their time on preparing and follow-ups 36:05 - How can CSMs track and enforce product adoption? 39:50 - The future of CS 44:25 - Closing ___________________________

Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS. Timestamps 0:00 - Preview 1:22 - BS & Intros 3:22 - Meet Jill 4:50 - Merger of Totango & Catalyst 5:55 - Josh pokes fun at Jon 7:53 - Do less, better together 11:53 - Communicating customer requirements to the product team 14:55 - One-to-many high tough digital CS 16:45 - Technical investigations team saves CSMs from burnouts 21:21 - Here's what CSMs need to focus on 23:30 - Meeting customers in-person 32:15 - Rotating leaders to understand customer needs better 35:43 - Benefits of having a support leader doing customer education 39:30 - Jill's experience executing the rotation 45:17 - Closing ___________________________

In last week's episode featuring Edward Chiu, it was revealed that he will serve as co-CEO alongside the CEO of Totango as the two companies merge. But how does this really work? This week, our hosts delve into the effectiveness and long-term sustainability of the co-CEO model, drawing insights from their leadership backgrounds and the achievements of companies embracing this shared role. They also review the data on Pavilion's February 2024 Pulse Results and the Ebsta + Pavilion 2024 B2B Sales Benchmark Report. Want more Topline? Read the recaps.

#updateai #customersuccess #saas #business Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Timestamps 0:00 - Preview 1:02 - Josh's childhood bedroom & Men need pillows 2:36 - Wish Jon a Happy Birthday! 4:15 - Meet Sarah Parker & Learn about BetterUp 6:42 - How coaching equips leaders to navigate challenges 10:30 - Challenges at BetterUp 13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS 18:18 - Services offered by BetterUp 22:04 - Mindset transition from a service provider to a partner 25:15 - Augmenting CSMs & enabling customers as platform owners 29:10 - High demand for low-touch models faces resistance. 31:45 - Articulating worth for maximizing impact 33:54 - CSMs are trained to be a superhero 35:33 - Transitioning from UiPath to BetterUp was personal 37:35 - Wrap up! ___________________________

Edward Chiu, CEO of Catalyst, breaks the news of their merger with Totango, another leading Customer Success platform. Edward sheds light on what led to this decision and the broader implications this merger will have on the CS landscape. Get an in-depth look at Catalyst's approach to nurturing innovation and driving customer value.

Unchurned is presented by UpdateAI Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more. Timestamps 0:00 - Preview 1:17 - Weekend Highlights & Intros 4:46 - Tech landscape in Atlanta 7:03 - Popmenu 9:45 - Listening Strategy & Customer Feedback 11:55 - Kristi's obsession with consultants 13:10 - Consulting mindset for problem-solving and success 17:00 - 3 skills Carie picked up from her time in consulting 19:05 - Feedback on customer requests vs. software innovation 21:50 - Balancing leadership and contact with individual contributors & customers 24:55 - Setting up governance models 26:50 - Gaining insights from skip-level meetings 28:22 - Dealing with the conflicting perspectives of employees and customers 29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce 34:50 - Kristi's She's So Suite Podcast 39:20 - Forming a CS team to manage your customer base 43:35 - Customer Success Roles and Responsibilities 45:00 - The interplay between Account Managers and Customer Success Managers 47:00 - Closing ___________________________

Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia. Timestamps 0:00 - Preview 0:58 - Intros & BS 4:40 - Arbor Education 8:45 - Zoe's Journey from Education to EdTech 13:19 - Transforming Education System with Tech 16:35 - Ensuring Product Adoption 22:37 - Account Management isn't easy 23:50 - Building a Discrete Customer Success Team 27:07 - The Cost of Neglecting Customer Success 30:30 - Distributing Team Functions Amid Growth Challenges 33:45 - Before you build a CS Team 35:00 - Account management team may lose customer contact 37:42 - Closing ___________________________

Philippe Lima est Head of Customer Success chez Aircall, la licorne française qui propose une plateforme téléphonique à destination des équipes Sales et Support. Cet épisode intervient dans la série “Data User” dont l'objectif est de comprendre comment les autres départements de boîtes très data driven utilisent la data. J'avais déjà reçu Edouard, le Directeur Data d'Aircall, dans l'épisode #14 et avais été scotché par leur maturité data.On aborde :

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. The first 60 days as a Chief Marketing Officer (CMO) set the tone for leadership and strategy. Without a well-thought-out plan, a CMO risks inefficiency, and missed opportunities, and may struggle to establish clear priorities, align the team, and make meaningful progress toward strategic goals. Today, Karen discusses the first 60 days of a CMO. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. The first 60 days as a Chief Marketing Officer (CMO) set the tone for leadership and strategy. Without a well-thought-out plan, a CMO risks inefficiency, and missed opportunities, and may struggle to establish clear priorities, align the team, and make meaningful progress toward strategic goals. Today, Karen discusses the first 60 days of a CMO. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. For far too long in marketing, we've focused on customer acquisition at the cost of our existing customer base. Yet, collaboration between marketing and customer success presents an opportunity to retain customers and maximize their lifetime value, fostering growth from within our existing customer pool. Today, Karen discusses why Chief Customer Officers sit next to CMOs. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Budell, CMO at Totango, explores C-suite partnerships and laying the foundation for CMO success. For far too long in marketing, we've focused on customer acquisition at the cost of our existing customer base. Yet, collaboration between marketing and customer success presents an opportunity to retain customers and maximize their lifetime value, fostering growth from within our existing customer pool. Today, Karen discusses why Chief Customer Officers sit next to CMOs. Show NotesConnect With:Karen Budell: Website // LinkedInThe MarTech Podcast: Email // Newsletter // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

For most SaaS organizations, the customer success function has two players - the CS lead and the salesperson. But in this episode, Karen Budell, CMO of Totango, talks through a “three-legged stool” approach, with marketing as an equal leg. She believes the three functions should work together to develop and execute customer expansion campaigns, driving more revenue from existing accounts. Which, in a down market, is much less costly and time-consuming than securing new logos. Connect with Karen: https://www.linkedin.com/in/karenbudell/ Connect with Lindsey: https://www.linkedin.com/in/lindseygroepper/ Learn more about BLASTmedia: https://www.blastmedia.com/

I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy!It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS.In our chat, we talk a bit about Chris' background and how he went from being a Totango customer to employee/leader. After that, we get deep into topics like:The current and future states of health scoringBest practices when building out your own scoringThe right (and wrong) time to implement a CSPCS Operations Human and digital motions working together.Working cross-functionally to drive customer outcomesDigital/Video Business ReviewsMy favorite quote from the episode: "Scaled CS isn't all-or-nothing - you can have variations and flavors of human and machine working together."For those in the US - Happy Thanksgiving! I hope you get to spend some good family time this week.Chris' LinkedIn: https://www.linkedin.com/in/christopherdishman/Totango: https://www.totango.com/Resources:McKinzey & Company Articles: https://www.mckinsey.com/featured-insightsThe Effortless Experience: Conquering the New Battleground for Customer Loyalty: https://amzn.to/49qpNJBDecoder Podcast: https://www.theverge.com/decoder-podcast-with-nilay-patelShoutout:Allie Irvin @ Extreme Networks: https://www.linkedin.com/in/allie-irvin/Support the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Balancing your sales and customer success functions is crucial for any growing business seeking to drive revenue while delivering ongoing value. But there are ongoing questions that surround both customer success and sales functions: who's responsible for revenue growth, customer outcomes, and new acquisition metrics, and how can C-suite leadership create alignment between the two?There isn't anyone better suited to answer our burning questions and shed light on this critical topic than Chris Dishman, SVP of Customer Success at Totango. We sat down with Chris and dived into the nuances between these two pillars, specifically how to:Navigate how the customer success role has evolved in relation to sales,Choreograph collaboration between the teams,Steward seamless transitions and handoffs,Intertwine metrics for mutually reinforced success.Get your AirPods ready for practical wisdom on fostering a tight-knit relationship between sales and CS from one of SaaS's most respected CS leaders.

This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems. Instead, focus on your top revenue generators for 1:1, and look at scaling the rest in an effective and valuable way. Strong self-service is much more valuable than a CSM with a 500-customer book of business with little to no interactions and no additional programs to support their needs. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.   This weeks' podcast is brought to you by Totango, a GGR Supporter

Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well? Chris Dishman, SVP of Customer Success at Totango spends some time with Jeff sharing his insights. Scaling CS doesn't change the focus of CS, it simply looks at ways to make the process of helping customers realize value more efficient, usually with the support of technology. During the podcast, Chris takes a look at making sure your tech stack is set up well, how to removing the friction your customers face, and using composable customer success to ensure processes are bringing value to the customer. Connect with Chris ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.  

This week, Jeff takes a quick look at how to help your CSM team manage the increasing pressure they are under: 1:many programs. Jeff walks you through 5 steps to move quickly into some effective and simple ways to to allow your CSMs to scale where they can so they can focus on what they need to. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content. Today's episode is sponsored by Totango

Today on the show we have Chris Dishman, Sr. VP of Customer Success at Tango.In this episode, we discussed Chris's unique transition from being a customer of Tango to becoming a crucial part of its team. We explored how his past experiences as a customer offered invaluable insights to shape the company's approach to customer success.We then dove into an overview of Tango and its innovative customer success platform. Chris shed light on the concept of composable customer success and the importance of refining the customer journey. He shared interesting cases and surprising use cases of Tango, emphasizing that the principles of customer success are not limited to the software industry.The conversation took a compelling turn as we discussed the importance of customer-centricity in a company's culture and strategy. With the increasing emphasis on customer success in the face of layoffs and budget constraints, Chris highlighted the role of robust Customer Success Platforms (CSPs) in boosting team efficiency.We then navigated the realm of data and automation. We addressed how companies are focusing on automating onboarding and improving their processes to scale with limited resources. Chris flagged data integration as a major challenge in this domain and emphasized the significance of clean, consistent data for a seamless customer journey.We wrapped up by discussing actionable strategies for improving customer retention. Chris advised against overcomplication and recommended focusing on one area at a time, refining it before moving on to the next. In a hypothetical scenario where he has 90 days to improve retention, he suggests starting with the value proposition and effectively communicating it to customers.As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm.

Welcome to #OTW!#OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.This episode features, Jeremy Donaldson, a seasoned Customer Success Professional with over 10 years of SaaS experience managing over $50 million in ARR at Cornerstone OnDemand (f/k/a SumTotal Systems), Skillsoft, Synapsis (f/k/a WhiteHat Security), and Totango.He has been honored by the Customer Community as SuccessHacker's Top 25 Customer Success Influencer in 2021 and 2022.  Jeremy specializes in 1) working with Customer Success Leaders to create and enhance customer journey maps, strategic accounts engagements, scaled and pooled model teams, renewals workflows, risk mitigation, voice of the customer, and team recruitment. 2) CSM coaching and best practices.Connect with Jeremy Donaldson on Linkedin

When it comes to customer success, Totango is one of the first companies you think about.That's due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango's website explains. It's been a move that has certainly worked out well for the company, which has become a staple of Silicon Valley and raised more than $150 million since being founded in 2010. Totango's success is due in no small part to the contributions of Karen Budell, the company's chief marketing officer, and Robyn Fernandez, its senior director of CS. And fortunately, both women were nice enough to join UpdateAI CEO Josh Schachter on the latest episode of [Un]churned, Robyn, Karen and Josh touch on a number of topics in this episode, including: KYA: Know Your AudienceWhy customer experience is a top priority for CS teams Who is in the best position to own the customer relationship? How Totango's CS team operatesResource: CS Salary & Industry Report 2022This was a jam-packed episode, so be sure to catch it wherever you listen to your podcasts! 

Today's episode features an interview with Morgan Courtney, Director of Customer Success at Taskrabbit. Taskrabbit is a marketplace platform that makes the neighborhood a little more familiar by conveniently connecting people with Taskers to handle everyday home to-do's. With expertise that includes strategy and program planning, customer success, behavioral science, product operations, community engagement, and so much more, Morgan enjoys building strategies for long-term goals and developing paths to get there—using operational, product, brand, and community approaches.In this episode, Morgan discusses working from a place of empathy, the methodology behind her recruitment mindset, and the importance of “dogfooding.”  --------Guest Quote:“Customer success is really an art and a science. You're working with people, and people are unpredictable. So it's really good to understand people and get close to people so that you can try to figure out, okay, how will messages be received? What is the best way to communicate? What is the most effective way to communicate? How do you frame a message? When and where do you reach people? So all of those things are really critical.” - Morgan Courtney --------Timestamp Topics:**(04:21) - The Taskrabbit model **(05:30) - Morgan's journey **(14:27) - Biggest Obstacles **(23:32) - Morgan's recruiting mindset **(35:44) - Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Morgan on LinkedInTotango.com

Today's episode features an interview with Jay Nathan, EVP & Chief Customer Officer at Higher Logic. Higher Logic is an industry leader in cloud-based engagement platforms with a data-driven approach that gives organizations an expanded suite of engagement capabilities.By serving in a variety of executive roles across customer success, product, services, and account management, Jay has developed a powerful methodology for building, leading, and scaling SaaS companies serving a wide range of end markets and customer sizes.In this episode, Jay discusses the proper mindset to scale customer success, the challenges of counting on customer relationships, and his homegrown customer success community, Gain Grow Retain.  --------Guest Quote:“And now, as you take on leadership roles, and you know this because you do the same thing, you solve problems for groups of customers at a time, not just one at a time. And that's the beautiful thing about customer success and having a more strategic role, go-to-market planning, and all these other pieces is that you're actually solving problems at scale, which is more fun ultimately than solving them one at a time, at least for me.” - Jay Nathan --------Timestamp Topics:**(04:11) Jay's journey to Higher Logic**(12:35) The importance of community in CS **(18:54) The Gain Grow Retain podcast **(29:51) Relationship, value, and engagement **(39:11) Quick hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Jay on LinkedInTotango.comLearn more about Gain Grow Retain

This episode of CS No BS features an interview with Eran Ashkenazi, Chief Customer Officer at SentinelOne. SentinelOne is a pioneer in delivering autonomous security for the endpoint, data center, and cloud environments to help organizations secure their assets with speed and simplicity. Eran is an experienced business-oriented technology leader with a mind for business development and customer focus. He's a world traveler and resident speaker in company events and conferences. His technological experience related to pre-sale/post-sale activities includes consulting, design, implementation, and training. In this episode, Eran discusses the importance of maintaining gratitude for the customer, the challenges of prioritizing customer success within an organization, and the pitfalls of being too scrappy with tools. --------Guest Quote:“Innovation, tenacity, relentlessness, there's a lot of different values that got us to that particular point in time. But you know, I think everything starts with customers. Customers are the essence of existence for a vendor. And I think that vendors should never forget that, you know, as they focus on top end and bottom line, on savings or growth.Customers are the fuel that drives all of that, right? If you keep them in the center of your attention, then there's better chances of you succeeding, right? It's still a slim chance, by the way. Not many companies can go through this road and end up where we ended up. So we're very, very grateful for that, and we're grateful for our customers.” - Eran Ashkenazi--------Timestamp Topics:**(03:51) - Customers are top of mind at SentinelOne **(07:24) - Endpoint security **(16:39) - CS challenges **(25:43) - Mistakes along the way **(31:35) - Building out the digital journey**(37:38) - Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Eran on LinkedInTotango.com

Welcome to CS, No BS: Your practical playbook for delivering net revenue retention… the holy grail of customer growth. On our first season of the podcast, we've talked to some of the brightest minds and key voices in Customer Success. Today we're bringing you a bonus episode where our recent guests spotlight the biggest BS in CS and share how to overcome it.--------Timestamp Topics:**(01:06) - Brent Cogswell**(03:10) - Maranda Dziekonski**(06:22) - Shona Fenner **(08:55) - Kerri Brown**(12:09) - Guy Nirpaz--------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInListen to Ep. 1: Customer journey as a product with Guy Nirpaz, Founder and CEO of TotangoListen to Ep. 2: The power of being proactive with Brent Cogswell, Head of Customer Success at Schneider ElectricListen to Ep. 3: Building CS from scratch with Maranda Dziekonski, Chief Customer Officer at SwiftlyListen to Ep. 4: Owning the moment trumps owning the customer with Shona Fenner, Sr. Customer Success Operations ManagerListen to Ep. 5: Delivering on customer expectations with Kerri Brown, Head of Customer Success Strategy Execution at SAPTotango.com

This episode of CS No BS features an interview with Kerri Brown, Head of Customer Success Strategy Execution at SAP. SAP is one of the world's leading producers of software for the management of business processes, developing solutions that facilitate effective data processing and information flow across organizations.Kerri leads a global team of customer success strategy and execution experts to centralize and unify end-to-end customer engagement roles and processes across all geographies and functions including Sales, Services, Engagement & Renewals.  In this episode, Kerri discusses the importance of staying curious, promoting an internal common language to support changes within an organization, and how leveraging Totango has helped to exceed customer expectations.   --------Guest Quote:“When we first launched Totango, we had a lot of customer success professionals who'd been with us for a while, and they were definitely domain experts. And so the idea that we would institute a tool that would tell them what to do and when to do it was something that they had to understand. “Why? I already know what my job is. Do I really need a tool to do it?” Well, no, you don't need a tool to tell you. Of course, we know that, but what you do need is everyone orchestrated around the same customer experience in order to deliver upon the expectations of our customers.” - Kerri Brown --------Timestamp Topics:*(04:50) - First steps of a CS initiative *(08:02) - Getting aligned *(08:54) - Biggest CS challenges*(15:28) - SAP's culture of innovation*(22:50) - Doman experts vs CS professionals*(26:32) - SAP's CS model *(33:48) - Make it about the customer *(37:53) - Quick hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Kerri on LinkedInTotango.com

This episode of CS No BS features an interview with Shona Fenner, Sr. Customer Success Operations Manager at PetDesk. Designed with busy veterinary practices in mind, PetDesk streamlines client communication to keep staff happy, patients healthy, and practices profitable.With more than seven years at PetDesk in a number of roles, Shona has developed a breadth of knowledge across the company. Prior to PetDesk, she garnered wide-ranging expertise in fields such as video production and editing, sales and service, and customer satisfaction. In this episode, Shona discusses shifting from an account management model to customer success, the importance of staying curious, and the secret sauce behind the customer success paradox.  --------Guest Quote:“Immediately when moving from the everyone does everything account management model to customer success, whether it's giving someone like one article that's, you know, a thousand words to read or a giant 400 page book, no matter what it was, they could kind of get the idea pretty quickly when they realized that you still had all this ownership over the customer, but it was owning the moment more than owning the customer itself.” - Shona Fenner --------Timestamp Topics:*(04:36)  - Shona's journey into Customer Success *(08:20) - Shona's review of Farm Don't Hunt *(11:18) - Biggest hurdles in Customer Success*(16:36) - Maintaining healthy customers*(22:58) - What's next for CS Ops?*(27:44) - Competing with big box retailers *(35:53) - Visibility through Totango *(41:13) - Advice from Shona*(42:30) - Quick Hits *(46:03) - Biggest BS in CS --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Shona on LinkedInTotango.com

This episode of CS No BS features an interview with Maranda Dziekonski, Chief Customer Officer at Swiftly. Swiftly, the first Connected Transit Platform, helps transit agencies improve their service reliability, passenger information, and operational efficiency. Maranda is a ground-up builder and leader with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level.In this episode, Maranda discusses the importance of finding your inner voice and advocating for yourself, the benefits of geeking out on standard operating procedures, and the best way to build a CS team from scratch. --------Guest Quote:“If I'm a leader going in and I'm building out CS from scratch, I'm going to want to understand, what type of CS do I need to build out in order to be able to enable and empower my customers and my teams to be successful and then drive a successful business outcome. So I urge folks to stop going out googling and trying to plug and play stuff. I see it happening a lot and you're hurting yourself. Yes. Some of the things may work, but the reality is, is businesses are unique and require different types of activities to solve the problems you're trying to solve. Once you get that understanding of what type of customer success, I like to center myself with some problem statements . So what are the problems that I have right now that I need to solve?” - Maranda Dziekonski--------Timestamp Topics:*(04:53) Marand's first role in Customer Success*(09:57) The first steps of launching any CS initiative *(17:07) Finding your inner voice *(21:56) Advice for building a CS team from scratch *(29:40) Maranda's biggest challenges *(33:18) What would Maranda do differently*(40:00) 3 Key Must-Do's *(41:08) Quick Hits --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Maranda on LinkedInFollow Maranda on TwitterTotango.com

This episode of CS No BS features an interview with Brent Cogswell, Head of Customer Success at Schneider Electric. Schneider Electric's purpose is to empower all to make the most of energy and resources, bridging progress and sustainability for all. Brent has 27 years of progressive advancement through Schneider Electric, beginning his development through a sales focus. He has held significant leadership positions in regional support, direct accounts, global processes, and the Customer Care Center.In this episode, Brent talks about the difference between customer success and customer support and shares how to harness data for a more proactive approach to avoid problems and enhance outcomes. Brent also discusses the benefits of “failing fast” and making the most of it.  --------Guest Quote:“Customer success is focused on recurring revenue, and it's the life cycle management of the recurring revenue with a very large focus on the customer's desired outcomes. It's very customer oriented on its desired outcomes. Whereas customer care is a reaction. It's when the customer calls or chats or emails us, it's not us proactively going to them. So it's reactive. It's more about solving problems after they happened. Whereas on the flip side with customer success, it's being proactive and using data to avoid problems.” - Brent Cogswell --------Timestamp Topics:*(02:22) - Brent discusses his role at Schneider Electric*(12:21) - Brent explains the difference between Customer Success and Customer Support *(18:07- From spreadsheets to Totango *(21:52) - Keys to success*(31:56) - It's a journey, not an event*(38:38) - The biggest BS in CS*(43:52) - Brent's advice --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Brent on LinkedInFollow Brent on TwitterTotango.com

This episode of CS No BS features an interview with Guy Nirpaz, Founder and CEO at Totango, the fastest-growing, most trusted Customer Success company in the world. Totango started in 2010 when Guy saw an opportunity to use the cloud to process billions of customer signals and make meaning for customer-facing teams. Since then, he's been on the forefront, preaching the importance of treating the customer journey as a product, a modern business thought process that many companies have yet to adopt. Needless to say, Guy has a passion for improving the way that people do business. Since founding Totango, Guy has become an evangelist in the field of Customer Success and an award-winning author of his book, Farm Don't Hunt - The Definitive Guide to Customer Success.In this episode of CS No BS, Guy talks about defining, viewing and improving the customer journey as a product, where companies looking to do so should begin in order to find success, and the importance of optimizing for the speed of learning when looking to scale your business. Guy also addresses the biggest changes in customer success to date and how Totango comes in to save the day.--------Guest Quote:“Everyone is in customer success these days. Every company's customer-centered. And if they're not, they're going to be. Because with digital transformation…you know so much more about your customers and you have to deliver a much higher level of experience and value. So now the challenge is more around where to start, what to do first, and how to measure success.” - Guy Nirpaz--------Timestamp Topics:00:23 Founding Totango02:40 Defining the customer journey05:03 Viewing the journey as a product07:55 Improving the customer journey product10:46 Defining success in the industry12:52 Where to begin17:38 Timelines for different journeys18:58 Optimizing for the speed of learning23:20 Delivering value to customers29:34 Cultivating customer success31:45 Challenges of scaling successfully34:06 Biggest changes in customer success to date34:42 Use cases for Totango35:26 Quick hits--------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Guy on LinkedInFollow Guy on TwitterTotango.com

Let's face it, customer success is full of it. If you work in CS, you know there's a lot of fluff and nonsense out there.  But you don't need any more generic advice about putting the customer first or how to run a QBR. You need practical, real world tips to help you solve the problems you're facing right now.In this podcast, Totango COO and President Jamie Bertasi talks to the top CS leaders in the world about the strategies and tactics they're using to drive results. No nonsense, just a practical playbook for delivering net revenue retention, the holy grail of customer growth. Welcome to CS, No BS. Powered by the team at Totango.

Guy Nirpaz is a Silicon Valley-based entrepreneur and the CEO of Totango, the leading Customer Success solution. A pioneer in the Customer Success field, Guy is a well-regarded industry speaker and community contributor. Guy is also the author of “The Definitive Guide to Customer Success,” and established the Customer Success Summit. He's passionate about people and technology and has dedicated his career to improving the way in which business is done through innovation.

This session explores customer success from a product perspective; the difference between the industry adoption of the term and mapping it into a product adoption a.k.a Product Market fit.  This episode features special guest Guy Nirpaz , CEO at Totango - a successful startup aimed at designing and running any customer journey at scale.