Published on March 8, 2014
Identify Potential Churn Problems and more… New Features review, March 2014
About me Omer Gotlieb Co-Founder, Chief Customer Officer firstname.lastname@example.org @omergotlieb +1 (650) 646-1790
Goals for today • Use Engagement Reports to better understand your customers health • Get perspective on account health, and diagnose the reasons • Sneak preview of the extended health score card 3 Totango Confidential
Engagement Reports • Visualize and learn – Current Status (of almost anything…) – Is there any improvement? – What are the reasons? – Where do I need to focus? 4 Totango Confidential
Engagement Reports – Use cases • What’s the health of my customers? • How is my renewal pipeline looking? • How are features being adopted and by who? • Of our accounts at risk, how many are onboarding-risk vs. ongoing-risk? • How many engaged trial accounts do we have? Is that number growing? 5 Totango Confidential
ENGAGEMENT REPORTS WALKTHROUGH 6 Totango Confidential
Account Proﬁle – Health History • Perspective on an account Health – Changes of health score over time – Overlay key contract changes – renewal, upsells 7 Totango Confidential
Account Proﬁle - Trends • Diagnose like never before – Review changes for any data point – No. of active users, login, any user action, attribute 8 Totango Confidential
ACCOUNT PROFILE WALKTHROUGH 9 Totango Confidential
Extended Health Score Card • Adaptive Scorecards – Different scorecard based on customer contract, status and lifecycle stage • Based on any KPIs – Application engagement, utilization levels, usage thresholds, support rates 10 Totango Confidential
QUESTIONS? 11 Totango Confidential
Happy to hear your feedback Omer Gotlieb Co-Founder, Chief Customer Officer email@example.com @omergotlieb +1 (650) 646-1790
Nominate your Customer Success Hero! h"p://customersuccessheroes.com 13 Totango Confidential
Looking forward to see you there March 19, San Francisco h"p://customersuccesssummit.com 14 Totango Confidential
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