The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
4. In the early days of SaaS, most
companies’ sales and renewal
structures looked something like
this:
Salesperson closes a customer
Account manager onboards the
customer
Renewal sales rep attempts to
retain…the customer before
the customer’s contract expires.
The old model
5. What does your company do in between?
Acquisition Renewal
10. Product engagement varies
across job levels (frontline,
management, execs)
Creating passionate users is
key to preventing churn
Best-in-class companies focus
on creating value for every
user
Increase product usage at all levels
14. #3 Create a health score you
can finally trust
15. Net Promoter Scores don’t give an accurate
picture of customer happiness
Forrester analyst
Richard Evensen
NPS is being positioned as a cure
to all business ills and a way to
understand everything you need to
know about your customers . . .
with just one question. It feels
like selling snake oil and is likely
one of the drivers for the view that
researchers hate this metric.
16. Monitor each customer’s
individualized health score
Based on facts, not opinions
and anecdotes
Predictive
Adaptive
Accurately gauge your customers’ happiness
17. User
Engagement
Usage Frequency
Time Online
Active Users
Adding comments
Viewing reports
…
Business
Outcomes
Campaigns
Launched
Emails Sent
Lead Database Size
Landing Pages
Created
Responses Collected
Service
Utilization
% Seats Active
Modules in Use
Quota Consumed
…
Operational
Status
Support Tickets
Outstanding
Invoices
Executive
Sponsorship
Training
CUSTOMER ACTIONS:
THE PRIMARY VITAL SIGNS OF
CUSTOMER HEALTH
What should a “true” health score include?
18. Create multiple health profiles
- By customer segment
- By customer journey stage
Define which accounts fit
each profile
Totango will automatically
adapt the right scorecard
for each customer
19. Define scorecard using any
metric:
- Engagement
Level of use of application
- Utilization
% of license in use
- Usage rates & milestones
Reaching expected value
- Support, Relationship,
Billing, anything else!
21. Smart customer interactions pay off
81% of consumers are
willing to pay more for a
better customer experience
22. You proactively engage
You contact them at the right
moment
You send intelligent messages
that align with the customer’s
current needs
You deliver reliable, consistent
experiences
What is smart customer engagement?
24. #5 Empower all customer-facing
teams with the right data
25. Research by Aberdeen Group shows that companies
which built a centralized customer intelligence database
and incorporated customer insights into customer
facing actions achieved:
26. Sales
• Initial sale
• Renewals
• Upsells
Customer
Success
• Onboarding
• Adoption
• Customer
engagement
• Renewal and
upsell
Finance &
Operations
• Contracts
• Entitlements
• Revenue
management
Marketing
• Customer
acquisition
• Customer
marketing
• Customer
advocacy
Products
• Product
experience
• Product
intelligence
Service
• Customer
service
• Technical
support
The siloed approach to customer data
Your App
27. The integrated customer success approach –
access to the right data in every team
Sales Customer
Success
Finance &
Operations
MarketingProducts Service
Applications Connectors
Real Time Usage Streams
Business Connectors
Demographics, Contracts, Billing, Tickets
app usage, saas interaction, social media, online behavior
Customer Intelligence Database
CRM, helpdesk, contracts, billing
Your App
30. Leader in Customer Success for SaaS and
subscription businesses
2 million accounts | 20 million users
31. The complete answer for Customer Success
Customer Success
Solution
Methodology and
Best Practices Data Science
Customer journey mapping
Customer segmentation
Customer Success execution models
Customer Success plays
Machine learning
Buy and churn signal analysis
Data science service
Customer monitoring
Predictive health modeling
Customer engagement and
health scoring
CSM action framework
According to the Database
Marketing Institute, every $1 paid toward customer retention increases profits more than every $5
spent on new customer acquisition.
https://secure.healthplan.com/user-docs/007117_LIMRA_article_by_Jay_McLauchlin.pdf
Use lifecycle marketing
Enjoy the successes with your customers
Share best practices
Say thank you
Measure and drive recurring value
Need image
Product usage varies thruout journey, by job levels,
Source
Right way to write it
Need image
Product usage varies thruout journey, by job levels,
What you need: ____
How Totango helps
What you need: ____
How Totango helps
What you need: ____
How Totango helps
What you need: ____
How Totango helps
Need image
Product usage varies thruout journey, by job levels,
Secondly, it’s pretty clear – there is a lot of data out there and your health score needs to be
Comprehensive in that regard
The entire premis of Totango is that you need to focus on the actions customers take more than anything. And we divide that roughly into three buckets:
User engagement: how frequently users login, the time they spend with your application, specific actions they take while using your product
Business results: which looks at what results they’ve been able to achieve with your product. If they purchased an email automation platform, how many campaigns have they launched, how many emails did they send and so forth
And finalize what we call utilization. Which looks at what the customer has purchased and compares that to what they have done. If the customer has liceses for 10 seats, how many are they actually using? Are they above or below the quota they purchased and so forth.
Finally you want to also include secondary operational parameters like outstanding support tickets or invoices which also can factor into the customer’s overall health.
But then, when we look at the reality of a online web-business, we see just how clever health score algorithm needs to be to provide its true value.
Secondly, it’s pretty clear – there is a lot of data to consider if you want a health score to do a good job at measuring customer-health.
Metrics on user-engagement: how frequently users login, what parts of the product do they use and for how long,
Metrics on business results: how many emails were sent, how many campaigns launched, new users acquired,
Utilization levels: how many seats are in use? How much of the allocated budget ?
Customer relationships: Do we have executive sponsorship? Public endorsements & advocaty?
Operational status: Are we having support issues? Outstanding invoices?
There is a lot to consider and you want a solution that can look deeply into usage-patterns as granular as an the individual actions of end-users and turn that into true insights.
Totango is not afraid of data, we live it and breath it and love it.
What you need: ____
How Totango helps
What you need: ____
How Totango helps
What you need: ____
How Totango helps
What you need: ____
How Totango helps
What you need: ____
How Totango helps
23-24-25 Great slides
Before Salesforce, our customers all had a common problem.
When their customers wanted customer service and an answer to their question, they don’t want to pick up the phone today. Instead, they jump onto Google and type in their question. Or they go to Twitter to reach out to the community for an answer. They are looking for faster ways than sitting on hold on the phone with someone that may not have the right answer.
Unfortunately, yestersday’s call centers don’t work with Google, Twitter, Facebook or community sites. Companies are struggling with how to bridge the gap between their existing call center technology and The Cloud, where their customers are today.