Introduction to Totango
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Customer Engagement Management Powering the Customer Era
description
Why Customer Engagement Management? Creating an ACTIVE and ENGAGED online user-base, results in more VALUE for users and better MONETIZATION for vendors.
Transcript of Introduction to Totango
Customer Engagement Management
Powering the Customer Era
Why Customer Engagement Management?
Trial Conversion
+37%
Retention
+15%
CLTV
+109%*
*+28% annually for 3 years
To create an ACTIVE and ENGAGED online user-base,
resulting in more VALUE for users and better MONETIZATION for
vendors.
2.1 million accounts managed for our customers
Did You Know?
50% of Users are not using the service they paid for; 90% of which will
eventually cancel.
Customer Command & Control Center
How it Works?
Engagement Signals
Usage
Licenses Utilized
Trouble Tickets
Transactions
Dynamic SegmentsWorkflow
Automation
Right Message
Right Customer
Right Time
Right Channel
Engagement
Plays
In-App
Phone
Training
The Customer Adoption Model
The first step is adopting a model thatis inline with the value delivered to the customer
ONBOARDFAILED
NOT USING
DECREASESTART
FIRSTVALUE
USERS
USAGE
FUNCTIONALITY
GROW
The Customer Adoption Model
As a customer evolves, their usage tells uswhat’s going on:
- More usage, more value- Less usage, less value
ONBOARDFAILED
NOT USING
DECREASESTART
FIRSTVALUE
USERS
USAGE
FUNCTIONALITY
GROW
Segmenting
Onboarding EstablishedFIRSTVALUE
START
ProgressIs an account making progress?
Risk: No usage; Still onboarding after 60d
Notice: Little usage; Still onboarding after 30d
All Good: Healthy usage; New, just started onboarding
Risk: Sharp decline in usage; Very low license utilization
Notice: Moderate decline in usage; Partial license utilization
All Good: Healthy usage; Full license utilization
Totango active-lists identify how to engage your trial users
Trial - Curiosity
Trial - Evaluating
Trial - Hot
Recommended Actions
• Hot: Contact
immediately
• Evaluating: Nurture weekly with specific how-to tips
• Curiosity: Nurture monthly
with top-of-mind content
Totango active-lists identify how to engage your paying users
Established - Risk
Established - Watch
Established - All Good
Recommended Actions
• Risk: Contact
immediately
• Watch: Monitor closely,Schedule a review
• All Good: Follow progress,Monthly review
Next Steps
Complimentary Assessment
Customer Adoption ModelEngagement SignalsEngagement Plays
Free 30-Day Trialwww.totango.com
Customer Engagement Management
Thank You!
