Why Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango)

When it comes to customer success, Totango is one of the first companies you think about.

That’s due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango’s website explains. 

It’s been a move that has certainly worked out well for the company, which has become a staple of Silicon Valley and raised more than $150 million since being founded in 2010. 

Totango’s success is due in no small part to the contributions of Karen Budell, the company’s chief marketing officer, and Robyn Fernandez, its senior director of CS. And fortunately, both women were nice enough to join UpdateAI CEO Josh Schachter on the latest episode of [Un]churned, 

Robyn, Karen and Josh touch on a number of topics in this episode, including: 

• KYA: Know Your Audience
• Why customer experience is a top priority for CS teams 
• Who is in the best position to own the customer relationship? 
• How Totango’s CS team operates

Resource: CS Salary & Industry Report 2022


This was a jam-packed episode, so be sure to catch it wherever you listen to your podcasts! 

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