CEO’s Perspective on Customer Success

Had a great time today talking to Seth Besmertnik, CEO and Founder of Conductor and a long time customer of Totango.

Seth is really engaging speaker, like you would expect from a young New Yorker with tones of passion. I enjoyed it a lot, I hope you will too.

Two Customer Success Presentations

Customer Success is really picking up momentum these days, and with momentum comes a lot of news that adds to a lot of confusion for people who are just starting to learn about what customer success is.

I’ve presented this presentation last week at the Silicon Valley Customer Success meetup, my goals was to make it dead-simple. I’m trying to answer: what are we really managing in customer success management, and what customer success teams really do. Take a look – let me know what you think.

The Customer Success Platform buyer’s guide (below) is designed to explain the considerations behind selecting a Customer Success Technology for your business.


Steely Dan – Aja – perfectionism that pays off

Steely Dan: The Making of Aja. One of my favorite weekend activities is finding stories about figures I like and learn the behind the scenes story.

I’ve found this great movie on YouTube about the making of Aja, probably Steely Dan’s #1 all time album. It was really interesting to learn about the thorough process which included many great musicians that have ‘competed’ in making this album. If you ever wondered what makes a specific album timeless – you should take a look at this. Enjoy!

Customer Success Explained

We’ve just finished up a kick ass Customer Success Summit 2015. Amazing vibe of over 1000 attendees. While organizing the videos on YouTube, I’ve created this play list of a series of videos Omer and I created few months back. It is a set of short videos (no more than 90 seconds each) that explains our point of view on Customer Success. I hope you’ll find it useful.

MBWA – Management by Walking Around

I’ve been known for MBWA – Management by Walking Around. I’m not sure how much my team likes it though..

For me it’s about being truly interested in the way the team thinks and works, getting to know the details directly by the team. I find it useful to suggest alternatives and challenge my team with new ideas.

An important lessons that I’ve learned when Totango became much bigger is that some of the folks interpret my comments as immediate call to action. Obviously, this is very disruptive, and does require discipline from my end to make sure this doesn’t happen frequently.

Walking around the office

Making sense of data processing

This post may be a bit too technical for the audience who’s focused more of using data and smart software. However, I found this post “Making Sense of Data Processing” by Martin Klepmann very insightful when it comes to data processing architectures.

In Today’s world with the explosion of data and data sources, the biggest challenge smart software has is to make sense of data and make the users smarter.

User’s usually are not aware of the architectural tradeoffs when it comes to the ability to provide the right information at the right context. However, for us the people who are making those trade offs and building smart applications it is very important to make the right decisions with regards to technology and data flows.

Customer Success Summit 15 is coming this march

The idea behind the first Customer Success Summit came as a result of many conversation with new customers who’ve asked us to connect with their peer group. As Customer Success is relatively new and there is not a lot of known best practices, customer success practitioners wanted to exchange notes with one another.

The first Customer Success Summit took place on March 2013 at the financial district in San Francisco. We didn’t know exactly what to expect and setup a place for 50-60 people. We ended up with 120 people. The room that we’ve booked was full all day and people had to stand in the aisles.

The 2nd Customer Success Summit which took place at the Tera Gallery in San Francisco last march was already a bigger more polished event that drew 400 professionals.

This year, the Customer Success Summit is going to be 10 times bigger than the first one! I keep feeling that it’s much easier to talk to Customer Success in 2015 than ever before. This year the agenda is also influenced significantly by the attendees. Thru the summit Facebook page, we’ve made sure to communicate daily with the audience who’s planning to attend. To take part of the conversation, simply like the page here and get involved.

I suspect that like the previous years, the summit will be sold out at least two weeks before the event. You should check it out today, and don’t forget to register if you’re interested in learning from your peers about Customer Success. The summit is a very good fit for customer success professionals, but also to any other SaaS/Software executive who’s building or is part of a Customer-Centric organization.

Last year we’ve introduced the Customer Success Manifesto, and this year we’re going to be introducing additional set of frameworks, including financials ones.

I’m looking forward to March – this is my favorite time of the year, much due to the annual Customer Success Summit. See you all there.