Customer journey as a product with Guy Nirpaz, Founder and CEO of Totango
Episode description
This episode of CS No BS features an interview with Guy Nirpaz, Founder and CEO at 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 meaning for customer-facing teams. Since then, he’s been on the forefront, preaching the importance of treating the customer journey as a product, a modern business thought process that many companies have yet to adopt. Needless to say, Guy has a passion for improving the way that people do business. Since founding Totango, Guy has become an evangelist in the field of Customer Success and an award-winning author of his book, Farm Don't Hunt - The Definitive Guide to Customer Success.
In this episode of CS No BS, Guy talks about defining, viewing and improving the customer journey as a product, where companies looking to do so should begin in order to find success, and the importance of optimizing for the speed of learning when looking to scale your business. Guy also addresses the biggest changes in customer success to date and how Totango comes in to save the day.
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Guest Quote:“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
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Timestamp Topics: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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Sponsor:This podcast was created by the team at Totango. 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. Start for free at Totango.com.
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