blog.totango.com
Open in
urlscan Pro
146.148.33.97
Public Scan
Submitted URL: https://cjn-m04.na1.hubspotlinks.com/Ctc/LX+113/cJN-m04/VXfZgq6cJQ0hW60L53x5wsc9GW5ZD33c58HLY7N6TZ7sb3hKBbW6N1vHY6lZ3nMW4sZWc_30w71zW...
Effective URL: https://blog.totango.com/trends-cs-platforms/?utm_campaign=jan-newsletter&utm_medium=email&_hsmi=291196172&_hsenc=p2ANqtz...
Submission: On January 25 via manual from FR — Scanned from FR
Effective URL: https://blog.totango.com/trends-cs-platforms/?utm_campaign=jan-newsletter&utm_medium=email&_hsmi=291196172&_hsenc=p2ANqtz...
Submission: On January 25 via manual from FR — Scanned from FR
Form analysis 1 forms found in the DOM
POST https://forms.hsforms.com/submissions/v3/public/submit/formsnext/multipart/5948605/deead1ed-a126-463e-8fb1-5c108372622f
<form id="hsForm_deead1ed-a126-463e-8fb1-5c108372622f" method="POST" accept-charset="UTF-8" enctype="multipart/form-data" novalidate=""
action="https://forms.hsforms.com/submissions/v3/public/submit/formsnext/multipart/5948605/deead1ed-a126-463e-8fb1-5c108372622f"
class="hs-form-private hsForm_deead1ed-a126-463e-8fb1-5c108372622f hs-form-deead1ed-a126-463e-8fb1-5c108372622f hs-form-deead1ed-a126-463e-8fb1-5c108372622f_fe6a9a15-0fbd-477c-af7f-b3dbcb0d6a19 hs-form stacked"
target="target_iframe_deead1ed-a126-463e-8fb1-5c108372622f" data-instance-id="fe6a9a15-0fbd-477c-af7f-b3dbcb0d6a19" data-form-id="deead1ed-a126-463e-8fb1-5c108372622f" data-portal-id="5948605"
data-test-id="hsForm_deead1ed-a126-463e-8fb1-5c108372622f" data-hs-cf-bound="true">
<div class="hs_email hs-email hs-fieldtype-text field hs-form-field"><label id="label-email-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your " for="email-deead1ed-a126-463e-8fb1-5c108372622f"><span></span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="email-deead1ed-a126-463e-8fb1-5c108372622f" name="email" required="" placeholder="Business Email*" type="email" class="hs-input" inputmode="email" autocomplete="email" value=""></div>
</div>
<div class="hs_firstname hs-firstname hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-firstname-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your First name"
for="firstname-deead1ed-a126-463e-8fb1-5c108372622f"><span>First name</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="firstname" class="hs-input" type="hidden" value=""></div>
</div>
<div class="hs_lastname hs-lastname hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-lastname-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your Last name"
for="lastname-deead1ed-a126-463e-8fb1-5c108372622f"><span>Last name</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="lastname" class="hs-input" type="hidden" value=""></div>
</div>
<div class="hs_company hs-company hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-company-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your Company name"
for="company-deead1ed-a126-463e-8fb1-5c108372622f"><span>Company name</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="company" class="hs-input" type="hidden" value=""></div>
</div>
<div class="hs_company_country hs-company_country hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-company_country-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your Company country"
for="company_country-deead1ed-a126-463e-8fb1-5c108372622f"><span>Company country</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="company_country" class="hs-input" type="hidden" value=""></div>
</div>
<div class="hs_company_state hs-company_state hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-company_state-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your Company state"
for="company_state-deead1ed-a126-463e-8fb1-5c108372622f"><span>Company state</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="company_state" class="hs-input" type="hidden" value=""></div>
</div>
<div class="hs_company_city hs-company_city hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-company_city-deead1ed-a126-463e-8fb1-5c108372622f" class="" placeholder="Enter your Company city"
for="company_city-deead1ed-a126-463e-8fb1-5c108372622f"><span>Company city</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="company_city" class="hs-input" type="hidden" value=""></div>
</div>
<div class="legal-consent-container">
<div>
<div class="hs-dependent-field">
<div class="hs_LEGAL_CONSENT.subscription_type_7179642 hs-LEGAL_CONSENT.subscription_type_7179642 hs-fieldtype-booleancheckbox field hs-form-field">
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input">
<ul class="inputs-list">
<li class="hs-form-booleancheckbox"><label for="LEGAL_CONSENT.subscription_type_7179642-deead1ed-a126-463e-8fb1-5c108372622f" class="hs-form-booleancheckbox-display"><input
id="LEGAL_CONSENT.subscription_type_7179642-deead1ed-a126-463e-8fb1-5c108372622f" class="hs-input" type="checkbox" name="LEGAL_CONSENT.subscription_type_7179642" value="true"><span>
<p>I agree to receive relevant content, product and services communication from Totango. You can unsubscribe from these communications at any time.
<a href="https://www.totango.com/privacy-policy?" target="_blank" rel="noopener">Privacy Policy</a></p>
</span></label></li>
</ul>
</div>
</div>
</div>
<legend class="hs-field-desc checkbox-desc" style="display: none;"></legend>
</div>
</div>
<div class="hs_submit hs-submit">
<div class="hs-field-desc" style="display: none;"></div>
<div class="actions"><input type="submit" class="hs-button primary large" value="Submit"></div>
</div><input name="hs_context" type="hidden"
value="{"embedAtTimestamp":"1706186689112","formDefinitionUpdatedAt":"1699651931074","lang":"en","legalConsentOptions":"{\"legitimateInterestSubscriptionTypes\":[7179642],\"communicationConsentCheckboxes\":[{\"communicationTypeId\":7179642,\"label\":\"<p>I agree to receive relevant content, product and services communication from Totango. You can unsubscribe from these communications at any time. <a href=\\\"https://www.totango.com/privacy-policy?\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\">Privacy Policy</a></p>\",\"required\":false}],\"legitimateInterestLegalBasis\":\"LEGITIMATE_INTEREST_PQL\",\"processingConsentType\":\"IMPLICIT\",\"processingConsentCheckboxLabel\":\"<p>I agree to allow Totango to store and process my personal data.</p>\",\"isLegitimateInterest\":false}","disableCookieSubmission":"true","renderRawHtml":"true","convertedFormId":"75fc4e33-699f-40d2-a712-096802641942","userAgent":"Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/120.0.6099.224 Safari/537.36","pageTitle":"Trends shaping The Forrester Wave™: Customer Success Platforms report","pageUrl":"https://blog.totango.com/trends-cs-platforms/?utm_campaign=jan-newsletter&utm_medium=email&_hsmi=291196172&_hsenc=p2ANqtz-_xbjzEMQb3OSn0sJC9rPuWzBXjXz0O81TT0Reu3A0jEyZiOHRlrj_ApLhsEcIP4lQpuqHWAS5NY3VTR827UCxz9RE_tw&utm_source=hs","urlParams":{"utm_campaign":"jan-newsletter","utm_medium":"email","_hsmi":"291196172","_hsenc":"p2ANqtz-_xbjzEMQb3OSn0sJC9rPuWzBXjXz0O81TT0Reu3A0jEyZiOHRlrj_ApLhsEcIP4lQpuqHWAS5NY3VTR827UCxz9RE_tw","utm_source":"hs"},"isHubSpotCmsGeneratedPage":false,"hutk":"4de3991b3778d8273be65031e271c225","__hsfp":3725600676,"__hssc":"93496706.1.1706186689603","__hstc":"93496706.4de3991b3778d8273be65031e271c225.1706186689603.1706186689603.1706186689603.1","formTarget":"#hbspt-form-fe6a9a15-0fbd-477c-af7f-b3dbcb0d6a19","boolCheckBoxFields":"LEGAL_CONSENT.subscription_type_7179642","rumScriptExecuteTime":1299.1999998092651,"rumTotalRequestTime":1480.1999998092651,"rumTotalRenderTime":1505.8999996185303,"rumServiceResponseTime":181,"rumFormRenderTime":25.699999809265137,"connectionType":"4g","firstContentfulPaint":0,"largestContentfulPaint":0,"locale":"en","timestamp":1706186689613,"originalEmbedContext":{"portalId":"5948605","formId":"deead1ed-a126-463e-8fb1-5c108372622f","region":"na1","target":"#hbspt-form-fe6a9a15-0fbd-477c-af7f-b3dbcb0d6a19","isBuilder":false,"isTestPage":false,"isPreview":false,"isMobileResponsive":true},"correlationId":"fe6a9a15-0fbd-477c-af7f-b3dbcb0d6a19","renderedFieldsIds":["email","firstname","lastname","company","company_country","company_state","company_city","LEGAL_CONSENT.subscription_type_7179642"],"captchaStatus":"NOT_APPLICABLE","emailResubscribeStatus":"NOT_APPLICABLE","isInsideCrossOriginFrame":false,"source":"forms-embed-1.4544","sourceName":"forms-embed","sourceVersion":"1.4544","sourceVersionMajor":"1","sourceVersionMinor":"4544","allPageIds":{},"_debug_embedLogLines":[{"clientTimestamp":1706186689175,"level":"INFO","message":"Retrieved pageContext values which may be overriden by the embed context: {\"pageTitle\":\"Trends shaping The Forrester Wave™: Customer Success Platforms report\",\"pageUrl\":\"https://blog.totango.com/trends-cs-platforms/?utm_campaign=jan-newsletter&utm_medium=email&_hsmi=291196172&_hsenc=p2ANqtz-_xbjzEMQb3OSn0sJC9rPuWzBXjXz0O81TT0Reu3A0jEyZiOHRlrj_ApLhsEcIP4lQpuqHWAS5NY3VTR827UCxz9RE_tw&utm_source=hs\",\"userAgent\":\"Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/120.0.6099.224 Safari/537.36\",\"urlParams\":{\"utm_campaign\":\"jan-newsletter\",\"utm_medium\":\"email\",\"_hsmi\":\"291196172\",\"_hsenc\":\"p2ANqtz-_xbjzEMQb3OSn0sJC9rPuWzBXjXz0O81TT0Reu3A0jEyZiOHRlrj_ApLhsEcIP4lQpuqHWAS5NY3VTR827UCxz9RE_tw\",\"utm_source\":\"hs\"},\"isHubSpotCmsGeneratedPage\":false}"},{"clientTimestamp":1706186689176,"level":"INFO","message":"Retrieved countryCode property from normalized embed definition response: \"FR\""},{"clientTimestamp":1706186689607,"level":"INFO","message":"Retrieved analytics values from API response which may be overriden by the embed context: {\"hutk\":\"4de3991b3778d8273be65031e271c225\"}"}]}"><iframe
name="target_iframe_deead1ed-a126-463e-8fb1-5c108372622f" style="display: none;"></iframe>
</form>Text Content
* Product CAPABILITIES Why Totango? Unmatched scalability and time to value SuccessBLOCs Pre-built customer success programs with embedded best practices Open platform and integrations Connected customer data streams for a 360-degree customer view Portfolio management Shared visibility into customer interaction for all stakeholders Customer engagement Automated and manual interactions to achieve customer outcomes Reporting Insights into customer health and team performance Artificial intelligence Harness the power of people + AI See platform overview > FEATURES In-app experiences Workflows Multidimensional health score Email campaigns 360 customer view Customer segmentation Outcome Success Plans & customer portal Data privacy & security See all features > INTEGRATIONS Salesforce Zendesk HubSpot Slack Pendo MS Outlook Google Calendar View all integrations > * Solutions BUSINESS OUTCOMES Prevent churn Increase revenue growth Boost team efficiency Enhance data visibility Build customer loyalty PROGRAMS Manage onboarding projects Manage contract renewals Monitor customer health Drive product adoption Detect risk See all SuccessBLOC programs > Customer success software your business can't outgrow. Request Demo * Resources LEARN TOTANGO Learning Hub Help center Glossary LEARN BEST PRACTICES Farm Don't Hunt by Guy Nirpaz Webinars and events Blog Guides, ebooks, and reports Customer Success: The Ultimate Guide HEAR FROM CUSTOMERS Customer stories User reviews * Pricing * Request Demo Login Request Demo Blog Product Updates Best Practices Company News Customer Stories Research Industry Trends Events Industry Trends TRENDS SHAPING THE FORRESTER WAVE™: CUSTOMER SUCCESS PLATFORMS REPORT * Karen Budell * November 27th, 2023 After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. The report provides a guide for buyers considering their purchasing options, arguing that “CS teams need to find alternatives to high-touch models and manual processes…” With digital-led programs, CS teams can meet customers’ changing business objectives, address shifting customer preference for self-serve content and community engagement, and gain more time so the CS org can focus on areas of greatest impact. Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report. 1. EFFICIENT AND SEAMLESS WORKFLOWS According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: * Customize communications and recommendations. * Offer self-service functionalities through community and knowledge centers. * Deliver in-app guidance and content aimed at prioritizing user adoption. The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: * Extracting actionable insights from customer data to prompt customer-centric business decisions. * Analyzing extensive datasets to forecast trends. * Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey. * Refining post-sale strategies to better understand and meet the needs of customers. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. 2. PREBUILT PROGRAMS AND OUT-OF-THE-BOX REPORTING CS teams need standard reports tailored to several user types, like CSMs, CS leaders, executives, and operations teams. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: * Task status. * Customer health. * Usage statistics and patterns. * Upcoming renewals. * Expansion opportunities. Those insights empower CS teams to proactively deliver maximum value to customers, reduce churn risks, uncover accounts with high and low engagement, and maximize growth through expansion revenue. Reporting becomes stronger when multiple integrations consolidate data across the tech stack, such as customer relationship management (CRM), data warehouses, and product analytics tools. 3. CROSS-FUNCTIONAL COLLABORATION B2B organizations increasingly rely on multiple best-in-class tools to manage customer data as tech stacks expand. These organizations need unified data to gain a 360-degree customer view and enable proactive customer success — a focus on customer results, not reactive tasks to save a customer. According to Forrester, “Top CSP vendors offer a collection of standard reports targeting multiple user types such as CSMs, CS leaders, and CS operations. Out-of-the-box reporting enables customer success professionals to understand task status, customer health, usage statistics and patterns, upcoming renewals, and expansion opportunities. These reports are made more robust through multiple integrations consolidating data from across the tech stack, such as customer relationship management (CRM), product analytics tools, and data warehouses; providing a unified view of the customer; and providing proactive capabilities to CS teams. Bi-directional synchronization with CRM tools allows expansion opportunities created in the CSP to appear in the CRM, strengthening the relationship between sales and CS teams through mutually beneficial collaboration, connecting the impact of the CS team’s work to revenue.” At Totango, we’ve seen this integrated approach to customer data strengthen collaboration across the enterprise. For example, unified data bridges the gap between sales and CS teams. Enterprises have a better view of how CS efforts, such as prioritizing customer expansion and retention, directly link to revenue. Some CS platforms are more successful than others in delivering powerful workflow automation and digital strategies, leveraging AI and ML, and offering flexibility for out-of-the-box reporting and integrations. Totango designated as a “Strong Performer” Forrester’s 2023 report named Totango a “Strong Performer.” The report states that our platform offers “laudable flexibility.” The report evaluated Totango alongside top providers in three high-level categories: * Current offering: Engagement across the customer lifecycle, process and workflow, insights and reporting, data and technology, and support and guidance. * Strategy: Vision, innovation, roadmap, partner ecosystem, pricing flexibility and transparency, and community. * Market presence: Revenue and number of customers. Totango received the highest possible score in the success planning criterion, with the report noting that our platform “is ideal for CS organizations that have a solid strategy mapped out and want maximum flexibility in their solution to support the strategy.” Our proprietary SuccessBLOCs were noted as having “pre-built customer journey programs designed to enable faster time to value” and endeavoring “to provide more flexibility for journey orchestration, reporting, and portfolio management.” To see how Totango stacks up against other vendors and learn more about the latest CS trends, download a copy of the “The Forrester Wave™: Customer Success Platforms, Q4 2023” report. Topics: customer success, Forrester, reporting, workflows * Posted on: November 27th, 2023 Share Post: GET THE LATEST IN CUSTOMER SUCCESS BEST PRACTICES First name Last name Company name Company country Company state Company city * I agree to receive relevant content, product and services communication from Totango. You can unsubscribe from these communications at any time. Privacy Policy READY TO GET STARTED? Learn how Totango can help you achieve your customer success goals. Request Demo Company About Us Partners Careers Events Press & news Platform Overview SuccessBLOCs Open platform and integrations Porftolio management Customer engagement Reporting Artificial intelligence Resources Customer churn: The ultimate guide Webinars Learning hub Blog Podcast Customer success glossary Questions Contact sales Support © Totango 2023 Terms of use Privacy Cookies Sub-processors Cookie preferences