19 Mar 2014

Totango Publishes The Customer Success Manifesto

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The Customer Success Summit -- Totango, the leader in customer success and user engagement management, today published a flagship declaration for the burgeoning customer success profession, called The Customer Success Manifesto. The Customer Success Manifesto was written in collaboration with Totango's customers and leaders in the customer-success community.

The announcement was made at the Second Annual Customer Success Summit in San Francisco.

"Making customers successful goes way beyond just successfully managing them," said Totango CEO Guy Nirpaz. "Companies need a new way of working to make sure that every customer is successful, engaged, and getting the value they expect. The Customer Success Manifesto is a declaration of guiding principles for this emerging area of business."

The Customer Success Manifesto is as follows:

Market Realities Today
Customer loyalty is dead…
The days of customer lock-in are gone forever…
Cloud has changed the speed at which the world operates...

New Rules for New World
Customer Success is imperative for business success…
Making customers successful goes beyond customer management…
Sensors into customers for real-time insights are essential…

The Guiding Principles of Great Customer Success
Value over customer management
Customer actions over words
Real-time sensors over historical snapshots
Contextual engagement over periodic check-ins
All customers over high-value customers
All users over buyers and decision makers

To learn more about the Customer Success Manifesto and join the modern customer success movement, please visit The Customer Success Manifesto website.