Totango Survey Reveals Stronger Enterprise Customer Success Adoption Even as Many Companies Lack a Go-To CS Solution
The ninth annual Customer Success Industry & Salary Report reveals that CS is more ingrained into key enterprise functions as a critical component to drive growth and innovation
Totango, Inc., the industry’s only Composable Customer Success (CS) platform that helps companies drive immediate value, reveals the findings of a survey of nearly 250 customer success professionals from over 49 different industries in 41 countries.
For example, an industry-leading global software development platform continues to double-down on delivering customer outcomes across the company. In year two of using Totango, the CS team has doubled, and expanded adoption of their company-wide strategy by bringing sales, support, and professional service teams into Totango.
As economic uncertainty continues to be a factor in budget management and strategic resource planning, companies that will thrive need to align with a single flexible platform that can elevate the management of the customer lifecycle while reducing lost time, diminished productivity, and data analysis issues stemming from using multiple platforms.
After a year of thriving using Totango, TaskRabbit recently renewed its contract to support its high-touch outreach to large volumes of gig economy freelancers. The online and mobile service connects consumers with “Taskers” (independent workers who handle everyday home improvement tasks and errands), so the company has applied customer success principles and embedded best practices in Totango to drive adoption of its platform and retain Taskers who provide a high-quality experience for consumers.
“Overall for the ninth consecutive year we have seen encouraging signs that the CS profession and technology are in demand,” said Jamie Bertasi, President and COO of Totango. “The opportunities that we see in the report of increased enterprise-wide collaboration, value of using a single CS platform, and greater focus on CS operations, mirrors what we have found in recent midsize and large enterprise customer wins. We expect 2023 to continue this upward trend as companies continue to choose Totango over other CS vendors due to the breadth and flexibility of our Composable CS platform.”