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

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

2. About me
Omer Gotlieb
Co-Founder, Chief Customer Officer
omer@totango.com
@omergotlieb
+1 (650) 646-1790

3. 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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4. Engagement Reports
• Visualize and learn
– Current Status (of almost anything…)
– Is there any improvement?
– What are the reasons?
– Where do I need to focus?
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5. 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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6. ENGAGEMENT REPORTS WALKTHROUGH
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7. Account Profile – Health History
• Perspective on an account Health
– Changes of health score over time
– Overlay key contract changes – renewal, upsells
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8. Account Profile - Trends
• Diagnose like never before
– Review changes for any data point
– No. of active users, login, any user action, attribute
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9. ACCOUNT PROFILE WALKTHROUGH
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10. 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
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11. QUESTIONS?
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12. Happy to hear your feedback
Omer Gotlieb
Co-Founder, Chief Customer Officer
omer@totango.com
@omergotlieb
+1 (650) 646-1790

13. Nominate your Customer Success Hero!
h"p://customersuccessheroes.com
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14. Looking forward to see you there
March
19,
San
Francisco
h"p://customersuccesssummit.com
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