Not all Customer Success teams start off fully organized before they are implemented. It would be nice to have a plan all laid out but sometimes it’s better to just get started. At the Customer Success Summit I interviewed customer success executives on what customer success is to them and what they’ve done so far.

1. Lower the friction of getting started with proactive outreach during trial.

Our friends at Netflow Logic made sure to call new trial users right away to make sure they could help get them up and going in real time.

NetFlow Logic on Customer Success from Totango on Vimeo.

2. Transform customer support into customer success and dedicate more focus to trial users.

At Nitro, they improved response time of tickets from 4 days to less than an hour.

Nitro on Customer Success from Totango on Vimeo.

3. Implement Customer Success program based on customer feedback data

In Clicktools‘ case, their data was telling them they lost customers whenever they failed to successfully onboard. Knowing this, they placed their customer success focus on onboarding new users and helping them through the process. “It’s more of a marathon than a sprint, but customers are already benefitting from the extra contact from us.” – Oliver Taylor, CSM at Clicktools.

Clicktools on Customer Success from Totango on Vimeo.

4. Get quick and simple answers to your customers’ questions.

At Wrike, they’ve had customer success ingrained since the beginning, and it affects every aspect of their business. Whether it’s sales, support, or marketing, it’s all about getting answers to their customers.

Wrike on Customer Success from Totango on Vimeo.


Customers become unhappy when they have a bad experience or don’t feel in control when interacting with your product or service. Help them regain that control by being able to readily answer questions or guide them to where they want to be. What were some of your company’s first steps when it came to implementing customer success into the business? Share your input in the comments below!