Chris Dishman, SVP of Global Customer Success at Totango + Catalyst, dives into critical strategies for driving growth through customer renewals and upselling. He discusses how empowering Customer Success Managers leads to quicker renewals and happier clients. The conversation also covers the nuances of identifying upsell opportunities, which can significantly boost revenue. Highlights include insights on aligning sales and customer success teams, as well as the benefits of the Totango and Catalyst merger in enhancing customer operations.
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question_answer ANECDOTE
Shifting Renewal Ownership
Totango shifted from a sales-led renewal process to a CSM-led process.
This change aimed to free up sales executives to focus on new business acquisition.
volunteer_activism ADVICE
Establish Clear Roles and Responsibilities
Define a clear RACI matrix (Responsible, Accountable, Consulted, Informed) for renewals and upsells.
Ensure open communication and collaboration between sales and customer success teams.
volunteer_activism ADVICE
Track and Qualify Opportunities
Track Customer Success Qualified Opportunities (CSQOs) to identify potential upsells.
Collaborate with sales to define clear criteria for qualifying opportunities and avoid conflicts.
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"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape."
Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Customer Success Managers (CSMs), and the integration of upsell opportunities to boost revenue.
- Learn how empowering Customer Success Managers (CSMs) to handle renewals has led to faster, more efficient processes and improved customer satisfaction.
- Discover specific tactics for identifying and leveraging upsell opportunities, resulting in significant revenue growth.
- Gain insights into the post-merger integration of Totango and Catalyst, including the strategic benefits and enhanced customer success operations.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Chris Dishman is SVP of Global Customer Success of Totango + Catalyst, a customer growth platform that helps businesses protect and grow revenue from their customer base. He’s responsible for driving revenue growth by fostering an holistic GTM strategy with emphasis on building exceptional alignment between the pre- and post-sale activities, teams and functions.
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