An Intellyx Brain Candy Brief
The term ‘customer success’ (CS) has earned a bad name in today’s enterprises, as early CS efforts focused solely on reducing customer churn – in other words, doing the minimum necessary to keep angry customers from bolting for the door.
In today’s customer-focused digital era, true CS must focus on empowering success along the entire customer journey, from presale to conversion to post-sale support and upsells.
Totango addresses this multifaceted CS challenge with DNA-CX, a big data platform that pulls together all the information about customer interactions both before and after the sale.
On top of this platform, the vendor offers SuccessBLOCs, which are modules that support various steps on the customer journey that its customers can use individually or in combination.
Totango also offers Spark, its ‘CS center’ that monitors customer health signals, offering insight into CS for anyone in the enterprise, not only the CS team. After all, in the digital era, everyone is responsible for customer success.
Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
