Totango Webinar: Identifying potential churn problems and more!

60 %
40 %
Information about Totango Webinar: Identifying potential churn problems and more!
Business & Mgmt

Published on March 8, 2014

Author: totango

Source: slideshare.net

Description

Omer's slides from his webinar on how to identify potential churn problems. Video replay: https://vimeo.com/88490212

Identify Potential Churn Problems and more… New Features review, March 2014

About me Omer Gotlieb Co-Founder, Chief Customer Officer omer@totango.com @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 omer@totango.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

Add a comment

Related presentations

Related pages

Totango | Customer Success Software

other events & webinars; totango academy; blog; company . ... Reduce Churn. Increase Upsells ... Need more convincing? No problem.
Read more

Totango | LinkedIn

View 202 Totango posts, presentations, experts, and more. Get the professional knowledge you need on LinkedIn.
Read more

Totango

Check here for on-demand content and to register for upcoming webinars. ... Click here for more ... Technical documentation on connecting Totango with ...
Read more

Blog | Totango | Customer Success Software

other events & webinars; totango academy; blog; ... leading speakers and more than 65 sessions in ... customers you can identify the problem, ...
Read more

Totango

The customer journey starts with your first engagement with a potential customer all the ... In this joint TSIA and Totango ... Loading More ... How We ...
Read more

What is Churn Rate? Definition, Examples, and Tools

Your churn rate tells you how ... but there’s more than one way to calculate churn. ... are at retaining customers and identifying what actions might ...
Read more

Easy. Intuitive. Fast. Affordable DFM software

Affordable DFM software. ... You may choose to watch the DFMStream webinar on ... The sooner potential problems are identified, the more time and ...
Read more

Managing Customer Success to Reduce Churn | For Entrepreneurs

Managing Customer Success to Reduce Churn ... this problem: Reduce Customer Churn; ... from the customers that do churn. For more details on ...
Read more