Preferred Customer Success Software for the Enterprise Delivers Results in Weeks Not Months or Years, Empowers Enterprises to Cross Digital Transformation Finish Line by Becoming Customer Centered
SAN MATEO, Calif. and BARCELONA, Spain – Oct. 11, 2018 – Totango Inc., the leader in customer success for the enterprise, today announced the general availability of Spark, its flagship software platform. Totango Spark empowers enterprises to quickly adopt and operationalize customer centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer centered. Totango also unveiled new innovations within Spark that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster. Concurrently in two separate announcements, the company announced its go-to-market partnership with SAP and its vision for the Customer Centered Economy, empowering global enterprises with democratized access to customer data and customer success.
Enterprises like Dimension Data, Monster and Zoom can now take advantage of Spark’s built-in SuccessBLOCs, the industry’s only module-based approach to customer success, which applies an agile methodology to disaggregate the customer journey into easily-manageable increments that can be tested, deployed and quickly and independently proven successful. By eliminating the risk of the long, monolithic projects that characterize other applications and homegrown customer success efforts, Totango accelerates time-to-results from customer-centered initiatives from months or even years to within weeks. With Totango, enterprises go beyond just collecting customer data and are able to extract useful, in-the-moment insights, operationalizing the data to drive business results.
“While subscription-native companies have been customer-obsessed from the start, enterprises have taken a more cautious approach to harnessing the customer’s central role in business success, in no small part because of the information overload resulting from a tsunami of customer data,” said Guy Nirpaz, founder and CEO, Totango. “Unlike every other solution on the market, Spark goes beyond mere data visualizations to uncover the signals in the noise and apply contextual understanding to customer data, presenting these in sophisticated workflows so that employees across an enterprise know how to act in meaningful ways to create significant, repeatable improvement in customer retention and lifetime revenue.”
Latest Spark Enhancements Make Customer Centeredness Come Alive Enterprise-wide
Since its beta introduction in March 2018, Spark continues to guide enterprises in expediting the implementation and impact of customer success. Customer success teams, account management, support, sales operations, product and services organizations across an entire enterprise can use Spark to engage at every stage of the customer journey with the right information, goals and metrics. Totango’s unique modular approach to customer success, SuccessBLOCs, includes a configurable toolkit of best practices, assets, scorecards and campaigns that lets enterprises focus and master each stage of the journey by helping users define and track their goals and KPIs visually in a dashboard. Instead of having employees involved in customer success focus on lagging indicators, such as retention and revenue, Totango has broken down the customer journey into segments to help them determine where a customer stands at any given time so they can achieve their business outcomes.
“We love Totango Spark! Totango Spark has delivered many product enhancements we’ve been waiting for. With the new release we can see touchpoints on multiple accounts, attach assets, and set goals and KPIs. The new SuccessBlocs feature has encouraged us to create segments to increase optimal performance from our Customer Success managers,” said Jon Fotheringham, Director Customer Experience Operations, Workfront. “This will no doubt help how we serve our customers in their lifecycle with Workfront. Totango Spark is geared towards helping internal leadership manage and support their teams, which is exactly what we’ve needed.”
With the general availability of Spark today, Totango customers can use new features to target and execute activities that will have the biggest impact on their business results in the shortest amount of time. In addition to SuccessBLOCs, Totango is also making the following new features generally available:
- Advanced Segment Views let users access list, timeline and task related information for the accounts in the segment at a glance and create a task or touchpoint quickly and seamlessly.
- Account Teams profile delivers a unified view of customer data to engage all team members associated with an account, enterprise-wide. It enables the development of multiple roles per account that can be assigned with goals and tasks. Communication can be initiated across the organization regardless of whether or not an individual employee is a Totango user.
- Active Contacts takes a list of contacts that decays over time and brings it back to life by overlaying usage, engagement and role information to the contact list.
Demystifying the Customer Lifecycle with Relevant and Timely Customer Data
Engaging at every stage of the journey with the right information, goals and metrics frees Customer Success Managers up to target and execute activities that will have the biggest impact in the shortest amount of time. Spark takes in customer data from any system to show the most recent customer status and activity—in one place. Organizations that have been challenged with the explosion of customer data can be assured that they are making decisions based on the most relevant and timely information to ensure success.
At Gartner Symposium/ITxpo, Sept. 17-19 2018, Cape Town, South Africa, Gartner analysts discussed Best Practices and Pitfalls of the Customer Experience Journey. The analysts outlined common customer experience myths customer experience leaders need to beware of, including what to do with customer data. According to Gartner*, “the explosion of customer data that has become available at low cost over the last 20 years means many organizations are collecting it and sifting through it to seek correlations from which they can make investment decisions.”
“Organizations are better served by understanding what customers are trying to achieve rather than monitoring demographics or psychographic information. Rather than just looking at studying customer data, you need to examine the needs that arise during your customer’s lives. We recommend that you don’t correlate – but understand the jobs to be done,” according to Distinguished VP, Analyst and research leader for the Customer Experience Management and CRM Strategy and Execution topics, Ed Thompson.
*Gartner Press Release, Gartner Reveals Three Customer Experience Myths, September 2018, https://www.gartner.com/en/newsroom/press-releases/2018-09-19-Gartner-Reveals-Three-Customer-Experience-Myths