How do you manage customer success if your company sells multiple products into accounts? Across multiple regions? Or through a variety of resellers? All these variables can make your goal - delivering value to all product end-users - a challenge. Watch this webinar to hear from customer success veteran, Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, to learn why so many enterprise organizations struggle with simplifying customer success processes, managing all customers, and being able to accurately forecast recurring revenue. She is followed by Guy Nirpaz, CEO of Totango, who shares how enterprise organizations can break down the complexity by gaining visibility into all levels of their account relationships to grow revenue and drive greater product value and adoption. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.

1. Simplifyingthe
Complexities
of Customer Success in
the Enterprise
Presented by:

2. Catherine Blackmore
GVP of Customer Success
Oracle Marketing Cloud

3. Guy Nirpaz
CEO & Founder,Totango
Author, Farm Don’t Hunt

4. Questions
1. What are the complexities in enterprise customer
success?
2. How can you solve for them?
3. Why do companies need to think about this now?

5. Copyright © 2016,Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted
• Product Complexity
• Data Complexity
• Customer Segments
• Business Operations
• Team Location
• Communication
• Enablement
• Culture

6. Copyright © 2016,Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted

7. Complexities:
Customer success at scale is
complex and your business
results are unpredictable.
• Difficult to predict future revenue
• Unable to measure your impact
• Too reactive and surprised by churn
• Lack of priority, focus or scale
• Team feels overwhelmed
• Inefficient operations

8. Copyright © 2016,Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted

9. Copyright © 2016,Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted

10. SUBSCRIBE
RENEW
UPGRADE
CRM & MarketingAutomation
Turn prospects into subscribers
Customer Success Management
Retain and grow subscribers
Active
Subscriber CancelledESCALATIONProspect
Helpdesk & Support
Mitigate escalations and cancellations
Filling the gap…

11. Drivers
Results
Risks
ONBOARDING
PROGRAMS
ONBOARDING
PLAYS
ON-GOING
NURTURING
USAGE BASED
CAMPAIGNS
SAVING
PROGRAMS
ESCALATION/
SAVING PLAYS
PLAYS
Drivers
RETENTION
PROGRAMS
PERIODIC EVENT-BASED
SUCCESS PROGRAMS& PLAYS
At Risk
In Harvest
Growing
New
Churn
--------------------
Retention
--------------------
Upsell
Save Rate
--------------------
ActiveEscalations
METRICS
Time to Value
--------------------
Satisfaction
Results
--------------------
Adoption
--------------------
Utilization

12. Copyright © 2016,Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Highly Restricted

13. You Will Plateau

14. Questions? Guy Nirpaz
CEO & Founder, Totango
Author, Farm Don’tHunt
Catherine Blackmore
GVP of Customer Success
Oracle Marketing Cloud
catherine.blackmore@oracle.com
@catherineblckmr
gnirpaz@totango.com
@guynirpaz