In-product Growth Hacking to increase revenue: Customer Success Totango Event 2014
Totango Webinar: Identifying potential churn problems and more!
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Identify Potential Churn Problems and more… New Features review, March 2014
description
Omer's slides from his webinar on how to identify potential churn problems. Video replay: https://vimeo.com/88490212
Transcript of 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 [email protected] @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 [email protected] @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
![Customers Churn Prediction using Artificial Neural ... · devising of churn policy [16] is depicted in Fig. 2. Fig. 2. The Six Steps for Customer Churn Prediction. Churn prediction](https://static.fdocuments.us/doc/165x107/5e71a26fb4acff71e10cc1fe/customers-churn-prediction-using-artificial-neural-devising-of-churn-policy.jpg)
