What does it mean to treat your customer journey like a product? Hear how Apple, Totango, and other companies have cracked the code to create better customer journeys.
Guy Nirpaz, Founder & CEO, Totango
Guy leads 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 them meaningful for customer-facing teams. Since then, he’s been at the forefront of the customer success industry, preaching the importance of treating the customer journey as a product, a modern business approach that many companies have yet to adopt. He’s the award-winning author Farm Don't Hunt - The Definitive Guide to Customer Success.
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
00:23 Founding Totango
02:40 Defining the customer journey
05:03 Viewing the journey as a product
07:55 Improving the customer journey product
10:46 Defining success in the industry
12:52 Where to begin
17:38 Timelines for different journeys
18:58 Optimizing for the speed of learning
23:20 Delivering value to customers
29:34 Cultivating customer success
31:45 Challenges of scaling successfully
34:06 Biggest changes in customer success to date
34:42 Use cases for Totango
35:26 Quick hits
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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.