1. 5 Ways to Retain & Grow CustomersOMER GOTLIEB | Chief Customer Officer & Co-Founder

2. CustomerSuccessNews.ComTHE FRONT PAGE OF CUSTOMER SUCCESS 3. Typical Retention ProblemsBlindsided by churn poor early visibility into metricsthat matterFirefighting operate in crisis/reactive mode vs.proactiveHow to scale? not enough CSMs to cover allcustomersToo much noise dont know who needs your 4. The Customer Success ManifestoVALUEovercustomer managementCUSTOMER ACTIONSoverwordsREAL-TIME SENSORSoverhistorical snapshotsCONTEXTUAL ENGAGEMENToverperiodic check-insALL CUSTOMERSoverhigh-value customersALL USERSoverbuyers and decision makers 5. #1 MANAGE YOURCUSTOMER'S JOURNEY(not the renewal event) 6. What does your company do inbetween?ACQUISITION RENEWAL 7. Are you driving recurring value acrossthe customer journey?DECREASEVALUEDECREASEVALUECHURNCHURNGROWVALUEFIRSTVALUESTARTINCREASEUSERS INCREASEUSAGEEXPANDFUNCTIONALITYCHURNONGOINGVALUEONBOARDING ADOPTION RENEWAL & UPSELL 8. #2 IMPROVE PRODUCTENGAGMENT(across all users) 9. of churn ispreceded by poorproduct usage90% 10. Increase product engagement at alllevels Product engagement variesacross job levels (frontline,management, execs) Creating passionate users iskey to preventing churn Best-in-class companiesfocus on creating value forevery user 11. Define your Power Users 12. #3 IMPLEMENT ANEARLY WARNING SYSTEM 13. 13What should your HEALTH SCOREinclude? 14. A true health score should includeUSERENGAGEMENTBUSINESSOUTCOMESSERVICEUTILIZATIONCUSTOMERSATISFACTIONThese primary vital signs: 15. Accurately gauge customer value withaccurate health scoresMonitor each customersindividualized health score Based on facts, notopinions and anecdotes Predictive Adaptive 16. Include profiles to improve healthCreate multiple health profiles- By customer segment- By customer journey stageDefine which accounts fiteach profileTotango will automaticallyadapt the right scorecardfor each customerscore accuracy 17. Use the right technology to makehealth scores actionable 18. #4 ENGAGE WITH CUSTOMERS INA SMART, RELEVANT WAY 19. What is smart, relevant customerengagement? Proactive engagement Contacting them at the rightmoment Sending intelligentmessages that align with thecustomers current needs Delivering reliable,consistent experiences 20. #5 EMPOWER ALL CUSTOMER-FACINGTEAMS WITH THERIGHT DATA 21. Each team should have access to theSales CustomerSuccessFinance &OperationsProducts Marketing ServiceApplications ConnectorsReal Time Usage StreamsBusiness ConnectorsDemographics, Contracts, Billing, Ticketsapp usage, saas interaction, social media, online behaviorCustomer Intelligence DatabaseCRM, helpdesk, contracts, billingYourAppright data 22. Research by Aberdeen Group shows that companieswhich built a centralized customer intelligence databaseand incorporated customer insights into customer facingactions achieved: 23. #1 Manage your customers journey, not the renewalevent#2 Improve product engagement across all users#3 Implement an early warning system#4 Engage customers in a smart, relevant way#5 Empower all customer-facing teams with the rightdataRecap 24. CONFIDENTIAL 24THANK YOUSAN FRANCISCO | OCTOBER 20 , 2014