Outcome Routing: The Missing Link in Customer Success Intelligence
This article compares customer success platforms like Totango to a new protocol called Quadratic Intelligence Swarm (QIS), which aims to enable cross-deployment learning and outcome sharing across the industry.
Why it matters
Enabling cross-deployment learning and outcome sharing could significantly improve the effectiveness of customer success programs across the B2B SaaS industry.
Key Points
- 1Totango is a mature customer success platform with capabilities like health scoring, churn prediction, and playbook automation, but its architecture is limited to a single deployment
- 2Each Totango deployment is isolated, unable to leverage the learnings and successful interventions from other companies facing similar customer challenges
- 3The potential for cross-deployment learning is massive, with over 12 million possible synthesis paths between the ~5,000 B2B SaaS companies using customer success platforms
- 4QIS protocol is designed as a distributed outcome routing layer to enable the sharing of validated intervention outcomes across deployments
Details
The article highlights the limitations of current customer success platforms like Totango, which are constrained within a single deployment. Even if multiple companies are serving similar customer profiles, the successful interventions and learnings from one deployment cannot be leveraged by others facing the same challenges. This is due to the siloed, tenant-based architecture of these platforms. The article estimates there are over 12 million potential cross-deployment learning connections that are currently untapped. In contrast, the Quadratic Intelligence Swarm (QIS) protocol, covered by 39 provisional patents, is designed as a distributed outcome routing layer to facilitate the sharing of validated intervention outcomes across deployments, enabling the entire industry to benefit from collective learnings.
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