totango webinar: identifying potential churn problems and more!

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

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Engagement Reports

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•  Visualize and learn

–  Current Status (of almost anything…)

–  Is there any improvement?

–  What are the reasons?

–  Where do I need to focus?

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?

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ENGAGEMENT REPORTS WALKTHROUGH

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Account Profile – Health History

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•  Perspective on an account Health

–  Changes of health score over time

–  Overlay key contract changes – renewal, upsells

Account Profile - Trends

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•  Diagnose like never before

–  Review changes for any data point

–  No. of active users, login, any user action, attribute

ACCOUNT PROFILE WALKTHROUGH

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Extended Health Score Card

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•  Adaptive Scorecards –  Different scorecard based on customer contract,

status and lifecycle stage •  Based on any KPIs

–  Application engagement, utilization levels, usage thresholds, support rates

QUESTIONS?

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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!

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h"p://customersuccessheroes.com  

Looking forward to see you there

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March  19,  San  Francisco    

h"p://customersuccesssummit.com