Totango 3 tips to grow retain customers
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Transcript of Totango 3 tips to grow retain customers
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3 Sure Fire Tipsto
Retain & GrowCustomers
April 2012
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Revenue Acceleration throughout the Lifecycle
drive conversion
grow lifetime value
boost retention
1.4 Million Businesses Analyzed and Optimized
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The Goal
Negative Churn >100% Renewal Rate
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Focus on Customer Engagement
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Engagement = Customer Spending
Customer Actions Speak Loudest
Real Time Streams
Time spentActive usersFeatures usedRelative engagement
Attributes
Tickets submittedBills paid
Referrals madeWebinars attended
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4/10
Fun Fact # 1
Free trial users who are still active during day three of their trial were four times more likely to convert into paying users than the average customer
Did you know that:
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Fun Fact #2
A full half of paid SaaS customers log in less than once a month or do not use their paid service at all.
Did you know that:
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8/10
Fun Fact #3
Most cancellations were preceded by a period of non-use
Did you know that:
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Build a Customer Success Team
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Customer Support > Customer Success
Help Customers Be Successful
Sales Engineering
DocumentationCustomer Support
Pro Services
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Deliver Personalized Content
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Right Content at The Right Time
Next Best Action based on User Actions
Call
In-App
Coaching
Knowledge Base
How-To
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Drive Engagement to Accelerate Revenues
Collect usage and digital interaction signals.
Build smart profile for each user and smart segments of accounts based on user actions
Take the right engagement action suitable for each user/customer.
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