Learn how Jazz Recruiting integrates Totango & Salesforce to predict and reduce churn. Kristen Hayer, former VP of Customer Success at Jazz, shares how they leverage Totango's powerful customer insights and product engagement data within Salesforce to drive their customer success efforts.
7. Jazz is software that bridges the gap between recruiting and performance
to create a whole new thing.
From startups to enterprise, Jazz builds winning companies.
We helped over 4000 companies across the world make more than 100,000
hires.
8. #startupproblems2013
People
• Customer Success = Technical Support Only
• Demoralized Team, Not Truly Helping Customers
Processes
• 90% of Customers on Month-to-Month Subscriptions
• No Formal Cancellation Process
Tools
• No Single Source of Truth for Customer Information
• No Customer Intelligence Solution
= High Churn + No Idea Why or How to Fix It
10. Deep Churn Analysis
Major
Churn
Drivers
Market Issues
• Changing Needs
• Demographics
Competitors
• Messaging
• Commodity Pricing
Internal Teams
• New Teams
• Training Needs
Strategy
• Pricing and
Packaging
• Marketing
Product
• Needed Updates
• Release
Communication
Focused on what we
could measure and
control:
• Demographics of our
target customers
• Product use
• Packages and
customer agreements
• Training our sales and
success teams
11. Totango Implementation
• Jazz needed more data on how customers were
using the product
• Totango had not been fully implemented, so the
success team took on that project
• We had 2 goals:
1. Gather intelligence on customer behavior leading to churn.
2. Provide customer behavior insight to our CSM team.
12. Implementation – Salesforce Integration
Salesforce Account:
• First point of access for Success team
• Quick health check
• Drill-down to more details within Salesforce
13. Implementation – The Totango App
Totango App:
• More details on health
• Specifics on usage
• Helps reps pinpoint potential
issues with individual clients
• Mobile version for quick
updates on status changes
14. Implementation – Salesforce Reporting
Salesforce Reporting:
• Additional insight into daily
activities
• More detailed churn analysis
• Helps to pinpoint potential
issues across the
organization
15. Churn Risk Model
# Users
+ # Jobs
+ Company Size
+ Age of Subscription
+ Industry
+ Agreement Type
+ Totango Health Score
=
Churn Risk Score
For Jazz, the Totango Health Score
represents healthy onboarding as well
as healthy ongoing product use.
We configured Salesforce so that a
customer’s Jazz churn risk score is
shown on the Account object.
We also use the score in reporting.
16. Results #killchurn
• 33% reduction in overall churn - 50% reduction within target customer group
• Improved customer satisfaction and engagement – better communication, proactive care
• Success team job satisfaction – creative input, building relationships
• Improved churn dynamics – predictable, preventable
17. The Success League is a consulting firm that helps SaaS companies
build and develop strong customer success teams.
• Business Planning, Metrics & Goals
• Customer Engagement Assessment
• Process Design
• Training & Coaching
Members of The Success League are professionals from various
companies who drive innovation in customer success.
www.TheSuccessLeague.io
Weekly blog posts on website & LinkedIn
@TSLCustomers
Introduce last year’s dreamforce and what we did with where we are today. Talk about webinar with Kristen from last year. The powerful integration between Totango and SFDC.
Let me start by introducing you to Totango.
Totango is the leader in customer success management for online subscription services.
We help companies like yours take a data-driven approach to reducing churn and driving customer acquisition, onboarding, renewals and upsells.
How do we do this? By monitoring customer behavior and usage in applications -- along with other critical relationship data -- to generate insights on customer health and engagement
In a nutshell, we tell you which customers needs your attention and why and then give you a way to do something about it.
Come talk to either Bill, Dustin or myself if you want to learn more. If you are a Totango customer, please come by after to say hello as well – always love talking with customers!
Here’s a small list of our awesome customers including swipely and insightsquared.
How many of you here today are in the process of buying a customer success technology platform? Well, if you are, you have to download this guide
Next billion do
Next billion do
Next billion do
Next billion do
Next billion do
Next billion do
Next billion do
Next billion do
Next billion do
Next billion do
Anaal to ask: you’re no longer with Jazz - what are you doing now?